Staff not following up on queries and contact the clients to assist with problem

Good day I contacted Nedbank Loan department to assist me with a query on my loan account. The query was that the period that I have taken out the loan is showing differently on my banking app, the ref that I received from the call center is ***7 this was done on the 9 December 2021 and I followed up again on the 17 December 2021 and still up today no one contacted me to explain why is the diffence on my terperiod 66 months where it suppose to be 60 months.