Take my money but don't answer my questions

I have a query pertaining to wording of a letter and also discrepancies of figures of my home loan account on subsequent letters. I have called 3 times and spent extended periods on the the line each time. I spoke to a call center agent who then simply put me through to complaints! I had a query not a complaint!! I then had a lengthy conversation with Iyanda who ended the call by saying someone would call me back. A week later I spoke to a team leader and he too would have me called back.... NOTHING! What if the point of recording calls, giving reference numbers and telling clients in these recorded calls that they will be called back if you don't bother??? I HAVE A RIGHT TO KNOW WHAT IS GOING ON ON MY BOND! YOU ARE HAPPY TO TAKE MY MONEY BUT NOT HAPPY TO ANSWER MY QUESTIONS! PEOPLE, READ YOUR LETTERS CAREFULLY AND DONT LET THEM BRUSH YOU OFF IF YOU HAVE QUESTIONS!