My home loan balance has been the same for the past few months but I am being deducted every month

My home loan balance has been the same for the past few months but I am being deducted every month. I called to enquire and the Consultant, Palesa seemed uninterested and also started yelling at me when I asked to explain in simpler terms what she was explaining. Asked her to transfer me to someone else and she put me on hold.