Pathetic service

Went to Jet Galleria at Amanzimtoti priduced an ID to confirm the account . Needed to know why ghe the balance is still high as i have a 12 month Account and paying for over 15 months and still headoffice cant send me a statement of whats the charges as i failed to answer tbeir questions but i have confirmed who i am at a let store. I am not whar else can one do.