No statement , no updates , no feedback

I asked for the outstanding amount on my loan and was not helped due to my details changing. No security queations asked , I gave my Id number and explained my situation but the consultant was not assisting me... I was advised to go to a branch , who has time to go to a branch and stand in a line? When I took the loan I gave all my details and no statrment via email , but they are the 1st debit order to go off every month... Not happy with the level of service I have received , I cannot believe it because my cell number changed I cannot be assisted ... what a joke