No Assistance When In Need

I was asked to fill in a form via email regarding international payment clearance going forward. There was one part of the form that I wanted to get more clarity about before filling it in incorrectly. When I went to in to the bank to speak the Foreign Exchange teller branch they just gave me the number for international payments and told me to call them because they didn't know what to do. I called in and got very vague guidance. I then emailed the address provided with the form on the 29th of July, to ask if I had filled in the correct information and also to indicate that one block on the form was indiscating an error when trying to edit it. They advised me they would attend to the matter but I needed to attach the form. I sent it through soon after the request. I then sent a follow up email. Still no assistance or reply. I do not have the time or finances to spend hours following up with phone calls. No one does. Why is it always such a drawn out process to get some simple assistance? I'm a loyal client but that doesn't seem to matter.