Nedbank-unhappy client

I am not happy with the service I have been receiving from Nedbank. I have been paying for a loan fron Nedbank for years but on my credit record it appears as if I haven't been paying. They also don't email statements to me. I recently made an arrangement to increase my monthly payment and they sometimes fail to deduct the amount we agreed on. I would appreciate it if the would stick to the agreement, email me monthly statements and also update the information on my credit record because they are ruining it for no valid reason.