More Questions than Answers

We have a loan with African Bank and had no issues with them, up till date. It appears that their staff at Rosebank branch and even at Head Office doe not know how to assist Clients. We have an installment which is being deducted monthly , however for the past few months an additional amount of almost R 1 700.00 has been deducted. We went to Rosebank and wanted to know why this is happening as according to us we are not in arrears. However the person at the branch appeared to be confused. My husband called Head Office, he was asked to wait and wait and wait. We need answers on this matter as our money is being deducted and there is no explanation.