ACCOUNT QUERIES UNRESOLVED

We have been paying an account for nearly a year and the balance due keeps increasing as to decreasing with each payment. What is more FRUSTRATING is that we EVERY TIME ask for a detailed statement since the account was opened but NO ONE seems to know what a DETAILED statement is. Its not complaining about paying as we are paying its complaining that NO ONE seems to have answers with regards to the account. Does Ackermans want us to pay till death? They keep calling with regards to the account but when we ask for the detailed statement no one seems to understands english. THIS IS REALLY DISGUSTING