Tired of having my emails ignored by Wesbank

I have emailed Wesbank (***) about 10 emails requesting the same thing. Wesbank's after sales service is very poor. Wesbank is very quick to provide you with a contract to sign, but when it comes down to assisting customers after that, the service is a joke. I recently paid a lump sum off on my capital amount that borrowed. I emailed so many times to ask what the new debt order would be, but all I get is automated replies.......... sometimes I get no reply. On the statement I see the lump sum is there, but the debt order remains what it always was. I cant believe that a simple explanation on email falls out of Wesbank's capability? Is it perhaps poor communication between the different departments within Wesbank? Or is it that the staff need training to better understand the Maths behind a loan so they can answer the email.

I would like an explanation as to where my money has gone and when the debt order will decrease.

Can anyone help?