Annoyingly frustrating process to get information

It’s been almost 3 weeks that I’ve been requesting information regarding loan repayments. I was contacted to increase my monthly instalments and when I requested the signed contract, they have nothing on the system. If they have nothing on the system, how is the instalment calculated. When asked that question, I’ve been getting the run around. It’s absolutely impossible that they don’t have information available. They have shared no information regarding the contract or initial principal amount. It’s been an absolutely frustrating process and experience.