It’s so difficult get help

At this point I think help only comes from Hello Peter. For the past 2weeks I’ve been trying to make an additional payment on account *** and get an error. I have called I have sent unanswered emails to residualHL. Why can't I do an eft to this ***? Letter says for this account *** I should do an eft using *** but I get an error I get the following error "Request cannot be processed We are unable to process your request at the moment. The cause is being investigated. We apologise for the inconvenience caused. Please try again later." I can’t even do a transfer from my cheque account to this account. I need to be able to pay more on this account whenever I have surplus funds. why no one explained that once you take up a shortfall loan you disqualify for ebucks cause the loan is classified as in bad conducted will this be the case for the duration of the loan? I need clarity on this as well.