Loan statement unavailable

What a horrible service I got from capitec Bank. I called in for a statement on my loan account. I was transferred from pillar to post first loans department after that to collections which sent me back to loans department and they told me they do not have access to my account and asked if I've been in arrears if yes that's why they don't have access to my account. How can A bank not have access to clients accounts / loans?? I have been paying extra on my loan account but the amount never changes. I want my loan statement urgently