VERY UNHAPPY CUSTOMERS

We are having a problem with standard bank vehicle and Asset, we bought a Nissan Almera in 2017, up to today we are still paying the baloon, in April after we the balance was 11000, now before we pay in June, my husband asked for balance and up to today no has never contacted him, when he calls, they take him from pillar to post, we are talking about a client who has 31 one years with them. With our estimation since April the balance is less than 4000. We are upset about the whole thing because we are paying and no statement nothing, it is really frustrating. You can't pay a car for 8 years while it is loosing value.