REFUSING TO ASSIST

I called in on the 02/03/2015( ***0) JD GROUP 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> I mean am I wrong for asking that? Because she told me that whats the point of her escalating the matter because am still going to get the same answer as she is giving me and she even went on to say were must I escalate the matter the is nowhere she can escalate this for me.In order words she refused plain blank.which for me I didn't understand why because its right to know whats going on in my account right? ALL of the sudden i get an sms the next dat telling me that my matter has been escalated for investigation as requeste.am i not allowed to ask whats going on in my account in order to understand because at the end of the day its my money being debited each nd every montH