pathetic standard bank

I called the standard bank call centre to find out the balance on a loan that I had taken 2 years ago. Seeing that standard bank has not given me a copy of the contract or a monthly statement. To my utter shock I was told that the balance had decreased from r57000 to r55000. This is a huge concern as my monthly instalments is r1200. To see a difference of R2000 after paying r28000 is nonsense. I called the call centre once more to find out if the interest rate or term can be adjusted. To which they advised I need to go to the branch. I went to the Chatsworth branch who advised that they can't assist and I need to await a call from the call centre, ironic as the call centre referred me to the branch. I got a call 3 days later advising that the interest rate had been increased from 14.5% to 15.7%. I've never received any correspondence to reflect this. I have requested an email which I'm still yet to receive. I initially took up this loan to consolidate my accounts but it seems I'm putting myself more in debt. I'm currently looking for other means to settle this balance as I'm frustrated with the service I'm getting and paying towards effectively nothing.