Incorrect information on statement

So I finally get a statement from MFC - after months of waiting and complaining and waiting and complaining - to receive a statement reflecting a balance much higher than what I actually owe. Farzaana, who is ignoring my emails now, explains that the balance reflects my total not excluding the deposit I gave and that if I look at the monthly payments they are still the correct amount I am being debited so no need to worry. Actually, there is a need to worry. The balance is incorrect and should be reflecting as a balance EXCLUDING the deposit I paid. I have NEVER received statements like this. Why is it so difficult to a) get my statements via email on time and b) get a statement reflecting the correct information. Thank you for wasting my time