Unresolved complaint

I've had an issue with them for 2yrs same thing, had a loan, got retrenched, emailed them my stuff as requested by them, then boom it's handed over for debt collecting. The loan department doesn't know why it was never resolved, the insurance department has closed the account, I logged a complaint beginning of November, it's month end now and no response. Meanwhile my loan is increasing, interfering with my credit score. Very disappointing and poor service!!!!