Home loan staff are targeting me.

Ive struglled to get answers from home loans department on why my payment is going up every month for the past year, its not even the interest rate , ive not even been allowed to ever since ive took out this home loan to lock the interest rate on my loan ever , every time im told standard bank dont do it .ive complained about the rude staff phoning , which is attacking and disrespectfull, and iis kept in house not to go to head office .ive reported them to the ombuds man but the threats are done by staff .im not even behind on my loan, now they send threatening sms that my loan is behind .there is no propper communication. These staff dont take duty of care or the customer respect seriously.