Unfair treatment

I'm having a Nedbank home loan with account number: ***. I have almost 2years without receiving any statement from them. And the last statement I had to call them them an request it. Since from August when I call their call centre I'm told they will send it to my email address. And today when I call the call centre agent said she just said a lot of things like its paid up, its under debt review , its cancelled and after asking her what is it that she's trying to say because my account is been debited every month and she then said she gonna transfer my call to legally department. when they finally answered the call after holding for long time while doing the introduction to find out who's talking the phone just hang up.

I'm so disappointed on how they conduct their business how can one do payment of a debt but remain on the dark for so long and even when trying to do follow up no one is willing to assist. If I decide to cancel the debt they will be quick to find lawyers to look for me knowing that those service for the lawyers its still me who's going to pay them but when I enquire or needs updates on my account no one is willing to give me that information.