Terrible service

I have a loan with african bank, they are not sending me the monthly statement, i dont even know my outstanding bank, when i call them that i am not receiving my statement and ask for the outstanding balance still they cnt help me because they say one of the question i have to answer how many months left, then it becomes difficult to answer that question because they are not sending me the monthly statement, they are telling me that i cnt get help until i answer their question. I called them twice wasting my airtime still never got help. This big company is failing to send monthly statement, how will i know my outstanding balance? i give them 0 out of 10. terrible service.