Unknown "Escalation" amounts

Good day

I am emailing to complain about the lack of feedback I have been receiving regarding a recent query of mine.

There have been two escalations on my account for the amount of plus-minus -R4500. I understand this has to do with the prime interest rate hikes, yet I can't seem to figure out how these amounts are calculated and they seem a bit excessive!

I phoned your call center after which I was told that my query would be directed to a subject matter expert. After a while I received a mail from Robbie Percy who explained to me how the normal interest is calculated. However, this is not what I asked for.

I tried contacting him numerous times, but I simply get no response and no one else from Wesbank has contacted me either.

I have been waiting for an answer on how this interest is calculated since 7 October.

Kind regards, Etienne