no service

i am getting nowhere with resolving a problem. without my consent or signature direct axis took out a covid loan on my behalf with fnb covid loans . the debit order went off my account for months and then stopped. then i tried to get a bond on a property and was declined due to the covid loan beeing in arrears. i then went to fnb and brought the loan up to date and re-instated the debit order. now i am trying to get vehicle funding and again i am blocked because this loan is overdue. i went to a branch again and finally found out that the debit order had stopped because the amount changed due to interest rate changes(not my fault). so i again ask them to debit the arrears and re-instate the debit order. this was done on the 15 july and the pmt reflected with fnb 19 july. i phoned fnb covid loans on the 19th to request a letter stating that my account is now up to date only to be informed that they cannot do a letter. they would send me a statement , which they did , within 10minutes. the statement however does not indicate if the account is up to date or in arrears , so it is of no use. i then phoned again and was informed they would escalate the matter to a supervisor. minutes later they phoned me back to inform me that they cannot send a letter but that they would send an email confirming the status of the loan. i did not receive anything. today the 20th i phoned 3 time to inquire about the email. i still have not received anything. this afternoon i phoned complaints department who after listening to my whole story just transferred me to loans department where i was cut off as usual. i have also requested the documentation for the loan since october 2021 and till today i have not received any documentation regarding the loan. so the bank is quick to blacklist you but when you ask for information you get nothing. i need an email to confirm that the loan is up to date . i am desperate