Agents don't listen clearly what the question is!

I tried to found out a general enquiry on our existing bond. But it seems the agents want to transfer you here and there. I just want to know what means a negative and positive amount on the Bond as my husband want to make an appointment to go and see someone in Centurion, we want to use money for our renovations. I didn't asked them to tel me the amounts, I already know, I do my husbands Internet banking. I JUST want to know how we can make an appointment and the positive amount, what does it mean !! I spoke to 3 people and they are rude and don't listen to my question. I also work in a call centre and know the 3rds party rule. But just answer the question so my husband won't waist his time to take of at work. He also cannot call from work as there is no network.