frustrated

I have been trying to repay a loan for so long I can't even remember when I made it. Every single time I email customer service and I receive the same message over and over it's like it's an automated system that chooses key words and then sends a reply. So I keep getting a reply my loan has been handed over to a debt collecting agency. They in turn tell me they can't find me on their database and I need to get in contact with you. And so the tennis match has been going on. I have even asked a bank account that I will go to and deposit the money all I need is the details and what to use as a reference but no i get the same reply. I do say that I can't always answer my phone when I'm working as there is a no phone policy because of the information I work with but at least send me an email with an actual human response. If you don't want the money then just remove yourselves off my credit rating file. I want to invest in a home but I can't because of this unpaid loan. I am really honestly truly frustrated now. I work in the customer service industry and I have never treated a customer this way. You treat them how you would want to be treated if it was you.