Frustrated client

I sent an email to you guys requesting assistance on my credit card and personal loan. Explaining my predicament. This was 6 days ago! I also went onto your website and logged a callback! To date no response? What is going on?? How are u so fast to send handover SMS but yet when your client wants to make arrangements, make contact with you. You avoid it completely and then say we don't want to pay! I have proof of the mail sent and no feedback received to date! Call me. Email me. Sms me. Do something!