Loan Amount Doesn't Changed even after Interests Rates were Reduced

I recently received a letter saying my interest rate has been reduced but my installment remains the same. Content of the letter is as follows "The prime interest rate has changed from 10.00% to 9.75% on 16 January 2020. Therefore, the variable interest rate charged on your loan account has been changed to 19.75%, which will reflect on your statement. The interest rate change is effective from 16 January 2020. Please note that the monthly repayment amount on your loan account is not affected by this rate change but the repayment term of your loan may change" Since I took this advanced and the interests rates kept on changing my premium hasn't changed even the amount I'm owing is supposed to be lower. To get a quarterly statement was also a mission. Last week I complain through their website but they never responded or called back. Last year interests rates were reduced but I don't benefit from that.

Regards,

Mthoko Mbambo