Bad service

What's wrong with Nedbank call center I called for my loan updated statement I was told they can't pick up my details but am being debited since 2017 October the loan is 5 years and I was never behind with payments I got 3 months break during lock down I paid that Dec-Feb 2023 last month I was debited when I go to the branch in Rosebank they can't assist CAN I BE ASSISTED WITH THE UPDATED STATEMENT PLEASE GOOD PEOPLE