How can we (not) help

I was involved in a motor vehicle accident in which I was not at fault. I informed Wesbank of the accident within 3 days from the date of the accident and was advised that all should be in order as they were now aware of the accident. My insurance decided that the cost of repair is too great and decided to write the vehicle off. I needed a new vehicle and was approved for finance on the new vehicle. After the insurance payout there was a shortfall of R20 000 . I wanted to add the value of the outstanding amount to a personal loan that I already have with the bank in order to consolidate the amounts that I need to pay. I was advised that I do not qualify for this to happen. How is it that I already owe this amount to the organization and do not qualify to simplify the repayments? The staff are unhelpful over the phone and I felt like I was treated like a ******** about the outstanding amount when trying to speak to Wesbank about the extra deduction they made in a month.

My life was abruptly turned around by the events preceding this complaint and at no point was a solution offered by them nor any that I came to them with accepted. Regardless of this, I still get adverts and offers from them for to sign up for more products.

Products I hold are: Cheque Account Credit Card Personal Loan Motor Vehicle Finance Motor Vehicle Finance (for car that was written off)

Seeing as no help or solution was offered by ANYONE from their organization, I shall be shopping for alternative service providers on all products listed as FNB and Wesbank are not living up to their reputation or their own company slogan.