once again HORRIBLE SERVICE

I am so over FNB and their service - the slogan should be HOW CAN WE NOT HELP YOU. I have been waiting about 8 business days for a response regarding my personal loan query - i have yet to even receive an answer via email (WHICH I WOULD PREFER AS I WANT A PAPER TRAIL). How am I paying a loan since NOV 24 of 31K and I still owe R26200 ? how is my interest 26.15% yet i practice good financial habits, have never missed payments and have a very good credit score - yet Im told its system generated - THAT IS NOT GOOD ENOUGH- as per my previous ebucks query that NO ONE HAS BOTHERED TO EMAIL ME ME ABOUT , I will continue laying complaints until you get your **** together. I would like my INTEREST RATE LOWERED . YOU people just want to rip people off !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!