Bad Service yet again

I am the only surviving trustee on a trust that have a trust loan at Standard bank. Went to bank to check on payments and to get a statement at Nelspruit, they stipulated that i am in the rears with 1 payment so they phoned home loans and they said I am in the rears with R10000.00 since 2010. I have phoned last week asking for a statement they said they will forward it to me before the end of the day. Phoned them again today know they cant help me because they need the details to be updated before they can supply me with it. But when I was at the bank last week they did not ask or tell me any thing of this and also they did not phone me to tell me that they cant help me unless I supply them with updated details know i need to go again to the bank for what? All I need to know since 2010 they have not informed me about the arrears. So why cant they just supply me with the details so that i can pay it and see where and when this happend