Is It So Difficult To Speak To A Human?

I have lodged a complaint on a previous occasion and Nozipho Thwala contacted me and assisted me with as much information as she can. She sent me the email address of the department I need to contact as I cannot make any calls at this moment. After a struggle, I have received the necessary documents which they have requested I submit, but until today, all I have received back is an automatic replay requesting the same documents.

I am not running away from my responsibilities. I am trying to make arrangements to make a payment, but no one is assisting me besides an automated inbox.

Is it so difficult for someone to phone me so that we can discuss alternatives and make arrangements? I have seen the arrangement option on the app but I cannot afford that as well and need to make alternative arrangements.