Bad customer service

My car is in arrears I have been requesting banking details so I can make payment and make payments arrangements from Monday to this date I have not received them, I tried to call the guy from Risk mitigation officer at 8 this morning, he said he was still driving to work after numerous email requesting banking details, it now 12 still he has not called me the next thing you will be threatening to come and take my car while I’m trying to settle the amount. It’s a mission to deal with you as a bank cause this it’s not the first time I struggle to get information.