Terrible customer service

The ACKERMANS branch in Sandton City has a landline for no particular reason. I had to go to the branch in Greenstone for assistance and even the manager from that branch couldnt get hold of anyone at the branch. I have laybye ***, which I could not pay in time and had to contact the head office for assistance, as I lost my father in a car accident and all my financing had to go towards a funeral. I queried if I could get an extension on my laybye for a week or two, waiting on the payout of funeral policies, to which I was bluntly told there are no extensions given for laybyes, by ANTHEA DANIELS, also not giving any alternative measures of trying to resolve the issue. The manager at the Greenstone branch was very helpful and suggested I re-laybye the items. She gave me numbers for an ELLEN who is the assistant manager at Sandton City and a number for Mokgadi, not sure of her title there. Ellen said she would have to look for my laybye as it could not be found (Friday 6/12/2019) I have since tried calling Ellen, with no answer, contacted Mokgadi, her phone is off. *** rings all the time. Can someone please tell me if I am able to get my laybye or not, or re-laybye or the way forward please.