A loan that turned into a nightmare.

I took out a loan of 100 000 in May of 2019 and when I went to delareyville branch I was told that I will be emailed a contract. I went to the branch for 3 full months looking for the contract but there was no help. I went to the financial advisor at the branch after realizing I've been paying for full on 5 years and the lady tried to get contract and statements but there was no help even the person on the other line was very rude. Last month I went to my hometown branch in botshabelo and the person assisting me did say that on the computer it shows that I opened a loan in May of 2019 but there was no notice as to when they were going to stop debiting. I've paid 3210 for 6 years and 5 months with no contract and I'm being told I still owe 35 000. I never receive statements and they could no longer link it on my profile on the banking app since it's way past 5 years and they apparently destroy files after 5 years. I need help. I tried contacting the ombudsman but I was sent from pillar to post. This has cost me so much financially ...