No Customer service for Nedbank Loan - very bad

Customer service is very bad. I wanted to know why interest on my loan keep on increasing even if there is no repo rate increase, I was told only collection can assist, collection check my account and see what i am talking about, thereafter he says premium banking can assist as you, they transferred me to premium banking, repeat the same question, check my account and ask how long i have it, no outstanding amount, thereafter he transferred me back to collection without even warning or telling me he is transferring me back to collection. Spoke with five people and didn't get answer only to transfer me pillar to pillar. This is unacceptable and unprofessional