Can I please get an answer

I’m really starting to get a lil irritated with Nedbank when it comes to my home loan. I’m a new owner and would really appreciate if you guys would handle my queries with a bit of efficiency as already being a new owner is stressing enough and don’t need the stress from my finance house when it comes to my queries. I don’t understand how no one can explain why my instalment increased with the recent reduction in Repo rate and not decrease, it’s the same as last month when I called to inquire about my debit order, I was sent from pillar to post being told to hold for a specialist that I’m transferred too and I was transferred to a point where even now , I still didn’t get the answer. I’m always calling your call centre and no one ever gives me the answer I need, instead you keep transferring to your “specialist “ that I never speak too or get any answer, I just wanna know why my instalment went up instead of down with the new change in Repo rate,