Standard Bank failing to provide a simple answer

I have sent several emails to Standard Bank requesting a simple explanation on the Admin and interest fee reversals that occured on my Bond Account Number on the 3rd October 2019. I received responses from Bridgette Khiba , Lewellyn Leeuw and Mahlatsi Makola , and none of them could assist, i was requested to provide my personal details and answer several questions about my accounts with Standard Bank , which i did. I am tired of keep on providing the same information , again and again . Can Standard Bank just provide me a simple answer to my question !!!!