Collections department just ignores mails

On the 21st of November I tried to contact Wesbank to organize a payment arrangement due to unforeseen circumstances. After a few mails they eventually pointed me to the Collections department and told me to contact them. Since then I've mailed the Collections department a few times with absolutely no response. Today in desperation I tried to call them as this is now VERY urgent. First Lady at collections put me back to reception when I asked to speak to a manager, second person (Clive in the collections department), after explaining my situation to him decided to put me through to a lady who is in the legal department for repossessions in DURBAN! She was very sweet but unable to help me. I'm so disappointed at how completely useless this company has become and I have two vehicles with them!