Unwillingness to assist

I called to enquire about additional payments towards my loan and how it would affect my outstanding amount and settlement term. The first agent named Siya, listened to me then gave me the outstanding amount and term number. He claimed that he was confused and could not understand what I wanted. I then asked to speak to someone who could assist and he said he would transfer me to collections. Then call then ended after a minute or so (call avoidance). I called in again and spoke to Mbali, she showed early signs of not being able to understand, she asked me to ask her what questions I needed to (after I had already explained why I'm calling in together with the questions I had). I then asked to go to a manager, I spoke to Jackson. After explaining the experience had, he said that agents are not allowed to give financial advice. I had to tell him that it's advice pertaining to my loan which only my bank could perfectly answer. He then listened to my query and answered exactly as I required. My question to Capitec is this, must customers beg for your help? Are you not there to help? Absolutely putrid service, I am desperately in need of an intelligent, helpful bank.