Spoke to manager and problem still not sorted out

We noticed that the balance of our home loan changed and we called in and spoke to an agent to sort this out. The agent said that she sent the request to the relevant department. A couple of days later I get an email from Natalie Myers saying that if we want to cancel our bond we need to send a letter. (We never requested to cancel the bond). I called and spoke to a Nyati Xolani on the 13 January and I was on the phone with him for quite a while and he confirmed that the bond was not up for cancellation. I asked him to assist with the balance discrepancy he said that he was sorting out the problem. On the 21st I got an email from him saying that he had tried to call me but he left no number so I sent him an email. I saw that it was read, but no reply. So I sent him another email and once again saw that he read it but still no contact and my problem is still not resolved. Terrible service for a manager.