Standard Bank Vehicle and Asset Finance - no respo

I made a payment to reduce my capital on my VAF account, waited the 'desired' 3 days for it to reflect in the VAF account, called the call center and lodged a request for the sum of money to be used to reduce my capital - I was informed this will take 2 days for a consultant to call me back. Two days came and went, I called back, was assured it would be happening the next day. 2 days came and went and still no reply. I have since called multiple times and have had no success. Why must I call and why does it come to me posting on hellopeter to try and get a response out of the matter??