Poor Services rom Standard Bank Social Media

What a terrible service that I never encountered in my life with Standard bank Social Media, I have sent my request on these email : ***, and here is what I have been requested :"Hi SBSA, I would like to understand why does the loan I have took with Standard bank for R3000, and have been paid so far R2475,18 by 25 June, 2019 and it still having the balance of +3000?" and Standard bank respond was "Apologies for the delay in responding. We acknowledge your receipt of your email and appreciate you bringing your concerns to our attention. Our team has looked into the account and found that the amount you pay on a monthly basis cover’s for Interest accumulated, Service fee and Insurance premium. The remaining funds pays up the loan you took with the bank. You are welcome to contact us should you require further assistance." Then I sent him an email to request the bank statement and he respond back to me as "Please be advised that we unable to share in detail(figures) unless advise accordingly as we have no knowledge how many people have access to your emails. We can assist with your statement request. Please advise us the statement start and end date your requesting." Then I confirm that I am the only person and he can send me the bank statement so I can see the figures, After along waiting period He rep**** to me and told me this : "In my line of work I am not in a position to provide you with such information. I was able to get the team that could assist. You will need to contact them on ***. Regards Fana Social Media"