Credit Shortfall no assistance whatsoever

My Vehicle was ****** 2 weeks ago, since then my insurance has paid out to Absa on the 29th of January already, now I need to settle the credit shortfall, which I took out a policy for at Absa as well which they added to my financing every month for R93. <br> Now that I have to claim, I am struggling to get help from a person who actually understands what I am claiming for, I have no customer service from these guys, I am traumatized by losing my vehicle and now this, I REALLY don't need this guys, the service is VERY POOR! Please could someone assist me URGENTLY as I would like to purchase a new vehicle but by the looks of it I am waiting forever for them to assist me in settling this one. I have asked them several times to please call me back, no assistance, no phoning me back..... it has also cost me a fortune in airtime trying to get hold of the right person to speak to... They gave me an email address of a person who will be on leave until JUNE 2016...i mean, COMMON GUYS!!!