Admin backlog/customer service telephonically not helpful at all

Not getting any response is bad customer service! my maternity leave is unpaid, I was advised to send through a letter of employment stating this 5 days ago, called in, agent advised admin department will contact me, no response! I had to go into the bank, they called too only to be told the admin department has a backlog, other option would be to reverse the money, at least the branch was helpful but this resolution is uncalled for as this would lead me into debt instead of helping me in my situation!