funds not sent through

Please do not patronize me, nobody has come back to me to explain why your terms have changed from the information I was provided with last year when I called to update my details, nobody has contacted me to advise why my payment got rejected and they had they had to re escalate it again and most of all no one has called me to explain why my balance has suddenly depreciated. All I am getting from your consultants is that I have gotten them into trouble for publishing and escalating this and that the matter is still under investigation. All I'm asking for is statements from the past two years to compare with what I have. Your consultants should stop telling me "it's what they see on the system". I want answers. Thank you!