Not happy

So everytime i have to enquire about my balance i have to write a review to get their attention, because i sent an email and they telling me they have no records of my accounts yet money is being debited on my bank account every month and when i call their number is getting dropped. I just wanna know where my money is going to, what interest am i being charged, is my balance dropping or not. It is not nice paying for something and don't even know what your balance so far, how much much money goes towards your balance.