bad bad service

Standard bank your service is very bad. I have bank with them for so many years have all my accounts with them..(TIME TO CHANGE) i phoned to query why my loan amount does not decrease after also paying in extra every month. I was never explained the insurance amount that get deducted. how can a loan from february to date still remain so high even with the extra monies i have been paying. So phoning them also is a pain. i was transferred 4 times and still no one could assist me.. the 5th transfer i just put the phone down. horrible horrible horribe.