Bad service and delayed responses

I had an accident on 06/05/2015 and the insurance First For Women wrote off my car. The insurance company delayed in making a payment to the bank and I was sent back and forth between the institutions for some time. When the insurance finally paid, I was never notified by the bank about the payment received. When I did call the bank on 18/06/2015 I found out that the payment had been made. I was advised to sent the agreement of loss to Khosi Makhoba, for the shortfall claim, who never even acknowledged receipt of the document. On 22/06/2015 I called wesbank to get in touch with Khosi and I was put on hold by 3 consultants and the calls were cut off each time. When I eventually spoke to a consultant, she assured me that my issue will be dealt with. She asked Khosi without muting the phone and I heard Khosi responding in an irritated manner that she will only attend to my claim on Wednesday 24/06/2015 because the printer is not working. Really? The printer? If Khosi is too busy and important to deal with my claim then can she pass it on to someone who will be more willing to assist me. And I am not her supervisor to always check if she really is doing her job and assisting clients!