Poor service

Good day, my name is Edwin Malatji, I contacted Capitec bank on *** and *** to make Loan Payment Arrangements because of the situation we currently facing in South Africa but I was told to call collections department on ***. I called the number but I was on the line for an hour until my airtime got finished, the voice Prompts kept on saying they are experiencing a very high volume of calls and thanks for understanding. My question is, how are we going to get assistance if we can't even get through to customer care? I understand that they have a high volume of calls but they should allow the branches to assist us with Payment arrangements. This is a very poor service. I am a loyal client and I wanted to make things right with them on time but I'm failing to get through. Please assiste me.