Customer care agents who are clueless

I took a loan with Capitec and i have been paying every month with no skipping , and all of a sudden my credit is not decreasing instead its increasing and the call center agents cant give a clear explanation as to why i spoke to 4 agents all with different theories of which am now very skeptic as to what is happening i called the call center yesterday (28/02/18)and i was passed from one agent to another , the first lady i could not get her name she told me her theory which left me Gobsmacked and be-angered, then i hung up and called again at 16:20 spoke to Thihangwi who then transferred me to Innocent at 16:20 who checked my account found out that the was an error though he could not explain as to why my account was in that ordered, he placed me on hold for his manager and he reverted to me and told me that his manager said the where a similar case and he does not understand as to why , he then asked me if he can put me through to customer care and he did of which i spoke to Siya (16:44) who also had his theory and he put me on hold for 13 minutes till i hung up with no solution to my case...