Misinformation & the withholding of a recorded cal

On 12 December 2015 I increased my revolving credit loan. The consultant assisting me mentioned that I would only be paying instalments on the amount used to date. She further mentioned that the full install of R4896 would be payable ONLY if I used the full loan amount. I then accept the increase however without even using the full loan amount, the bank has been debuting the full R4896 per month. I called the bank numerous times to try and resolve the matter. I even lodged a formal complaint. I then asked to listen to the recording again and the bank said they would arrange. Till today I've been waiting for the recording and I've been sent from pillar to post when trying to arrange to listen to the recording. it is now four months later and the bank won't even allow me to use the full amount. so I've been paying the full instalment from day one however I'm not allowed to use the full loan amount. So I'm paying for money I haven't used.