Zero customer service

I have been emailing absa to get feedback as to why my first instalment towards my personal loan was more than I actually received via sms would be deducted , I have also sent an email to request their banking details and furthermore for the debit order date to be changed, then absa just responds and says they can’t assist via email I need to call, but when you call you have to wait 20 minutes before the call gets answered, it’s like absa loan department does not want to assist us as customers and coming up with excuses, you have an email adres for people to send emails incase we can’t call, so please assist via email or call your customers back and help, it’s not that difficult! Just help me get answers I don’t have time to call! Been waiting for help since June!