Account is a mess, unwilling to assist

For about the past 5 months we were notified that our account was in arrears. We NEVER get statements. We followed it up and paid up. Every month since then we are called regularly, saying we are behind. We have now literally paid thousands of rands. On Saturday we went to the branch to try and figure out what is going on. Jacqui and her personnel assisted with the call centre as the branch manager can't assist in store with this kind of info. The person at the call centre were rude and unhelpful and basically said we have to pay, that's the end of it. I'm sorry, but I want to know why we suddenly owe thousands of rands on this account. We can't buy anything as it is blocked, yet we still must pay over a R1000 each month. I need to know what we are paying for and if there are ******* charges made to our account?????