TERRIBLE SERVICE FOR STUDENT LOAN

I have a debit order for my student loan being credited on my account every month but Absa has the audacity to call and threaten us with taking us to legal because we are not "paying" but they never respond to my email or calls when I request for my account balance or statement yet I pay the loan every month. When you go to the branch they tell you to go make a call and their call centers just pass you from pillar to post, the branches are not helpful and even they don't know what they are doing. I feel like I have overpaid my student loan as I do not know how much is outstanding or if there is any outstanding amount. Thank you