IMPOSSIBLE TO CALL A BRANCH

I have had extreme difficulty in being able to call the Wierda Valley Branch to speak to a business manager regarding updates to a current account profile. Each time I call 087 ********** it rings a few times and then I get through to a voice prompt stating: "please enter a password followed by the Pound key" Why do they not answer and what do I do with this instruction? I have also, when I do get through, left several messages for Cleo Mdluli to call me back as she is always busy. I have emailed her to call me as I cannot call her to no avail. She has responded to an e-mail with an instruction to me that I do not understand and want to clarify this with her.

Kindly advise.