Refuse to assist me

I called Capitec numerous times to try to make arrangements with them regarding my repayment term, the consults keep telling me I'm through to the wrong department then when they transfer you the call drops clear indication that they don't no what they doing, I sent numerous emails, all I get is confirmation that someone will call me, still nothing, I'm forced to change banks and pay Capitec when I can cos they can't assist me.