Worst service ever and very very unhelpful

I have 2 loans and my husband 1 loan at absa. We have been fighting from October 2015 for unauthorized charges on the accounts. Eventually this month Absa acknowledged only on my husbands account that they will deduct the incorrect charges. My accounts are exactly the same as his. Since last year we have been sending mails, my husband even gave them a breakdown of the payments, took them on according to the laws, gave them calculations etc. I am not getting any response from Absa. On the one account since last year they keep on saying they busy with it but nothing is happening. I said I wanted to settle the accounts they must please correct and give me the settlement amount I am still waiting. They added an amount of about R10 000 on my one account and NOBODY in absa can give me an answer as to what it is for. When you phone absa they keep on putting you through to other departments cause no one can answer me or the excuse is it is with another department when you get there they refer you back to the previous department you come from and till this day NO ANSWERS. I have so far paid back roughly R75 000 on a R40 000(which is way above the agreement) account and I apparently still owe R26 000!!!!!!!Why can no one help??? Why do they charge costs that they do not even know what it is for. And they charge for benefits that was cancelled as well. This is absolutely ridiculous. Creditors are very quick to blacklist you phone you etc. but when you want to pay they cannot help you or NO one can give you answers. Even with papers with all the calculations on they cannot answer the questions there is. How and why must I pay for something they don't even know what it is for. How is that humanly possible.