Poor Service

I have logged service request SR *** with Standard bank home loan to recalculate my bond outstanding amount, I think that was on the 10th of March 22 and today is the 22nd of March 22. The reason why I logged the SR is that I noticed once I open/changed my home loan to have the bond access option that the account was owing an amount of R14 719.96. This was strange because we have always been servicing the account interest rate since it a building loan and later converted to a normal home loan, and we have statement to this effect. No one from Standard bank home loan can give me a straight answer till this far as to how is the account in arrears of that R14 719.96 whereas we even paid the initiation fee on the 1st month we were paying building loan interest. I don’t think my request should take this long as all the transactions are available, just pull a statement and go through the numbers and highlight what’s causing the account to be in arrears. All I need to understand is why is the account owing while we paid every month since the inception of the loan? This is disappointing as I am starting to feel as if there’s something that’s being hidden! My account number is ***.