Extremely disappointed with service

For the past 2 weeks I have been trying to get ahold of a consultant from capitec. I've tried calling customer care and sent emails, smses and even requested callbacks via Facebook. To date, no one has contacted me and there seems to be no way for me to get ahold of any assistance from capitec. This is a time of crisis that I did not foresee coming or prepare for. Capitec should be there to help customers. It seems like they're now avoiding it. I'm trying to avoid bad credit. Should a payment be missed or not made on time the consultant would contact us immediately but when assistance is needed they're too busy to help.