Unhelpful

I am bringing the query to this platform, maybe I will be assisted. I do nt want to lie, WestBank is good in customer service they will respond to your queries relating to the payments they should receive (instalments). However, should you have a query relating to your benefit you will never get the response. The is a charge that always come up o my statement it says ESCALATION, and it varies from month to month. I have sent queries for explanation and to date I've had no response. This month of may the Billes, the following amounts as escalation on the 26th, R495,18, R16,20, R29,97, R17.01after I made a payment of R6100,00 on the 24th.

Please assist, I need clarity from WestBank. I have also sent them an email alerting that I now have comprehensive cover but to date there was no acknowledgement and not even sure if that was updated.