Bad service

I had a direct plus loan with direct axiz. In mid july someone treid to use my details to **********ly take out another loan in my name. In the process the email and banking details were changed. I received a letter from them saying this had happened. Surprisingly the debit order didnt go off my account because they had not changed the details back. Last week I requested a paid up letter via email. This morning I phone them because I have not received anything yet and they have sent the email to the address that the ********** person changed it to. I would like a paid up letter, a statement as well as a response to the query I had about the settlement paid to them being too much.