Refusing to assist in escalating my complain

I called in on the 02/03/2015( ***0 to be assisted with regards to my Russells account, I wanted to understand why am paying R1200 every month however my Balance still remains at R15 000. The lady I spoke to explained and explained and I told her thank you for the explanation however am not satisfied with the answer am getting and I requested her to escalate the matter in order for an investigation to be done and confirm that everything is in order and indeed what she is saying is correct&gt