Why do we have call centers if they cant help you on the Phone "Mam please email us as we need proof of your request on Email!?"

Nedbank never seems to surprise me! Why do we have a telephone number if are told to sent a emails. When you get a reply it is only the automated replies. I sent a email on the 7th of October requesting a statement confirming how much I paid Nedbank to date and a balance statement was sent to me with no courtesy of a reply. THIS IS NOT WHAT I ASKED FOR! I sent a email on the 11th with a bank statement confirming that I have over paid Nedbank for the term and that they actually owe me. I have requested for a paid up letter and refund, to date I have not received feedback. I called the call center asking them to advise how much I paid and Thandeka Kunene advised that she cant see that! NEDBANK! REALLY! how do you know how much i owe you if you cant tell me how much I paid you. I have provided a statement reflecting a total R161,457.91 in payments to date according to the signed court consent order the agreement was R156,474.84 meaning that Nedbank owes me R4983.07. I need a paid up letter and my refund and I need a person who can give me feedback.