Company that does not know how to spell assist

My husband was handed over via Discovery - we have been religiously making payments and he sent through a power of attorney for me to access information as I am the one paying the account. However, SSDA is oblivious to information and are unable to provide me with an outstanding balance, and also bill me for sunken costs. The staff are helpful to a point and are unable to assist. I don't know what to do or how to get a person to contact me with relevant information. I am not paying them until I get assistance.