understanding debits and credits

I am disgusted with the level of service and expertise that i have received from Discovery Bank. I have a credit card with them and spoke to consultant Lulu Msebenzi on the 28-06-2021 asking to confirm by balnce and reconcile as it does not match with the amounts i have paid in, was told by the consultant that they need more time of which i thought was fare. Waited for the entire week with no response. I then contacted them and spoke to Musi Ndlovu on the 02-07-2021 of which i was then told he would have a look and once again needed more time. I then mentioned that could he our someone please keep the communication as to the progress. To date no response. HOW CAN TO WANT TO RUN A BANK but not have employees understand simple debits and credits. Please could i get a response with this matter.