Why have branches if it is impossible to reach them telephonically?

I addressed an e-mail to '***' last week explaining the experience. I did so on the recommendation of the last person I spoke to when I dialed the national number (Tshepo). Tshepo tried his best to assist me to try to get through to the branch to no avail. It is also just wrong that people like Tshepo do not receive credit for their patience and also have to experience the frustration of customers. Tshepo also tried to rectify the problem I called about (reversal of bank charges). He did mention that it may take a few days to reflect in my mother's bank account. I am looking out for it. The fact still remains - branches should answer their phones or respond to e-mails that staff answering the national number send them to do so.