Kindly assist what needs to be done when you need something from the company but you dnt get helo

Telkom has a very bad customer service ever, I have app**** for a home loan and the home loan company ask me the letter from telkom that state that my account is up to date is not arrears and they asked for my exact monthly installment but telkom failed me yet im loyal to them I pay lots of money contract, I regret the day I went and signed for the contract, I even canceled my contract cause they dnt know how to treat their customers