REQUEST FOR SETTLEMENT NOT ATTENDED TO

I have been sending emails to Direct Axis for the entire week for a settlement amount and there is no response. i then decided to call them and there was no answer, but the strange thing is when i choose the option to apply for a loan they quickly answer the phone and they want to transfer me to another department (accounts) which does not answer at all. i requested to speak to a supervisor and he refused and said he is extremely busy. all i want is to settle my account.Their behaviour is unacceptable. I am not happy at all with their bad service and the worse part is a supervisor lacking customer service and empathy for clients.