No one works there! BAD SERVICE!

I am trying to get a settlement on my account so that I can pay it off. I have sent 3 emails. 2 different email addresses and once through the website. No response. I have called 3 times, each time holding on for more than 20 minutes and never reaching a person. If I pressed one when prompted to apply for a new loan, somehow I get through immediately to a sales person. Is this how Direct Axis provides service to existing customers? Is it all about getting the business and not maintaining it? IT IS PATHETIC. I get better service from TELKOM. I want a settlement or I will go to the ends of the earth to ensure I slate this company on every available platform.