Lic Housing Finance Ltd. — No Proper Response

I have taken the loan from LIC Housing Finance through Lajpat Nagar Branch in Feb 2008 and my loan account no is 37042. The Loan was @ 10.25% floating .Loan sanctioned was Rs 20.00 Lacs where as at the time of disbursment Rs 15.00 lacs was taken.The EMI is being taken based on Rs 20.00 Lacs where as it should be based on Rs15.00 lacs.In this connection i have visited the branch at no of times but no proper reply has been given further when ever i am depositing extra amount other than regular EMI some levy charges are deducted as per the receipt received.It is not understood what these charges are whether it is penalty for early depositiion or some thing else. No body in the branch gives me proper reply .phone nos of the branch always remain engaged and no body picks up the phone.
Kindly help me in resolving these issues. Is it the way where Govt. Deptts. works..