Unhelpful in getting an email address to send a letter

I phoned asking for an email from their legal/arrears department to forward a letter on behalf of my brother. Jonathan refused to give me a GENERIC email claiming it is privileged information because they are a financial institution and can therefore NOT give me the address in order to send a letter on behalf of my brother that he got from the company he works for explaining his financial situation and why he would not be able to make payment on the vehicles. He then said my brother needs to email him - I explained that the account is suspended for non payment - he then said my brother needed to phone and ask for the info. It is really not logical to expect someone who is in dire financial constraint to do all of these things