Bad Service

I sent a request a email Wesbank on the 19th April to find out about the process for recapitalizing my account. Today on the 14 May they respond and tell me that they don't handle requests from third parties. What is up with Service in South Africa? Response is nearly 30 days after my request is sent to Wesbank and then not handled efficiently. The request was also not of a nature to request any personal information from my account but merely to find out how the recapitilization process works. Come On.