Contacting Wesbank telephonically is a nightmare

Called Wesbank last Thursday to get a settlement letter for my car and was forwarded to 5 different people before I was told I could only speak to Thandi and nobody else. I left a message for Thandi but after 3 hours of no response I called again and insisted on waiting on the phone for Thandi. Eventually Thandi took my call and seemed to be very efficient and updated my profile and assured me she would send me the settlement letter. Well that did not happen, so I called back today (Monday 28 May) and the person that answered the call told me Thandi would be call me back in 10 minutes. After an hour, no call from Thandi so I called the same number again and it rang for 50 minutes with no answer. I called again after 30 minutes and Olwethu answered and told me Thandi could not take my call as she was in a meeting and that she was the only person that could help me. After I insisted on getting Thandi out of her meeting to speak to me Olwethu offered to help me. I gave her my account number and she said Thandi had sent me a settlement letter on Thursday to ********** no idea where she got this email address as I had give her my email address twice and she had repeated the right address back to me on Thursday. I gave Olwethu my correct address and asked her to resend the email to the correct address. Olwethu insisted that she could not send the email as she did not work in the same department and that I had to wait for Thandi to get out of her meeting to email me (really frustrating that Thandi is the only person in Wesbank that can help me). I mentioned to Olwethu that I did not trust that Thandi would call me back as I had already experienced this with Thandi earlier but Olwethu insisted that Thandi was the only person that could help me and without her I would not be able to get any service from Wesbank as my account is allocated to Thandi only. I am not sure why a CUSTOMER of Wesbank must struggle so much just to get service.