Still no Help??!!!!

My wife logged yesterday that we needed help with the loans department, they contacted me but now I’m still waiting for the lady to send me the blank email so that I can respond with my work details to change my debit order date. And as a result to this, my loan top up is now on hold cause I must change my debit order date 1st before we can do anything else. It rather ridiculous now. We don’t know how to get a hold of you guys anymore and it seems impossible to call as you hold for over an hour. Private messages on the app also just says call! No joy! Can someone pls help us.... we try to keep our end in order but you making it impossible if we can’t get a hold of you!!!!