Worst service ever

Totally shocked at non service delivery as this is my 5th complaint about the same issue. Initiation fee on personal loan to be waived. I wrote many times requesting this as I was told on a recorded line that I will not pay an initiation fee but was still charged for it. I don't know if the staff can't read or can't understand but I told them to contact me via email coz I can't take calls during working hours. If they have to call do so weekdays between 11-12 or after 4 but I still get calls at odd times when I'm at work and messages to say they will contact me again. Please sort this out asap.