sick of having to request the obvious when I don't work for bonds

Don't even know why you deserve a star with the pathetic service, I logged a complaint in August 2019 about my bond and to date not even a stupid call, I still wonder why my bond is with you guys.I requested for a recon cause I pay almost R1000 extra on the bond for over 2 yrs but to date the balance is still the same after 12 yrs but I have prepaid funds of almost 30k sitting there, doesn't make sense cause interest is charged on the outstanding balance but my money is not aligned to reduce my balance. Can someone please do what their are being paid for and sort out this stupid bond Im sick of having to request the obvious when I don't work for bonds