No service - what is customer service

I have 2 accounts that has been under debt review since May 2010. On Friday the 13th of November I called ***, followed the voice prompts to debt review to query the status and balances of the 2 accounts. <br> Credit card ***, which should reflect paid up since 09/04/2015. I need a settlement letter from the bank. The telephone consultants did not understand my question and could direct me in the right direction as it doesn't reflect on the system. ( according to the 3 people I spoke to, this account doesn't exist. Personal loan account( cheque acc over draft ) ***, I was also transferred from Harry to Sally. Neither of these accounts seems to be under debt review, but I have been paying debt review installments since may 2010. A lady told me its not her job but she cann tell me that the balance is R2290.80. According to my debt review statements it is R6888.72. Can someone with knowledge if the banking business please call me with a solution.