BALANCE ON HOME LOAN ACCOUNT????

Non existant home loan department. Go to bank and they give you toll free number, you call it and the minute you get to the home loan department they drop the call, that the process over and over till you give up. My dad is a senior citizen, he just recently saw that the debit order to his home loan has been increased with no warning or contact from the bank. He is not getting his statements as well, so we are not even sure if the home loan still exist at this point. Can i get someone to give us the balance and send the statement? is that so hard to do????