POOR CUSTOMER SERVICE

I opened an account many years ago with one of their consultants at the mall, well I stopped paying for my laybye because of being financially over stretched when I contacted the accounts department over email I still haven't received a reply when I requested my statement, via WhatsApp Arnold just responded that I have only paid R950 and that's not true even though I no longer have POP'S but I'm definitely sure that I've made 3payments not 2. Till this day I'm still awaiting my statement so that I can request my refund. They've got poor customer service representatives, I wouldn't recommend it.