Capitec dissalusioned!

I missed a couple of payments over a period due to circumstance but paid whenever I could even if it was a reduced amount. I then discovered that my payments were not affecting the sum total of this loan and the amount never decreased. To this date more than a year later I have had no correspondence from this Bank to work on a solution. The amount that appears on my account is way more that the actual yet nobody from the bank contacts me although my number has not changed in 12 years!