Bad customer service

Bad customer service I took comprehensive cover with Standard Bank they paid on the 14 of this month but didn’t pay the short fall cover on my motor vehicle every time when I call them on shortfall department the phone is not answered and I left message for them on claim department know one bothers to call me where as I was paying short fall it’s been a week I keep on trying them I don’t know why they are doing this to us as customer’s we were paying their premiums right on time sies they disgusting maarn I’m in a need to buy for another car but I can’t because I still owing Absa vehicle I don’t know what to do know they keep on telling on claim department they can’t help me it’s not their department where as no one is picking up the the calls