Disappointing Service

I e-mailed the Wesbank service desk and requested an explanation as to why my capital amount did not reduce when I paid funds into my installment sale and within 48 hours as promised I received a response with documents they needed to implement my capital reduction. I promptly completed the form and sent it through to them again within 48 hours I got a reply saying they needed a proof of payment for the funds. This I do not understand as the funds are already in the account. What purpose would a proof of payment serve if the funds are already in the account and don't need to be allocated. I work as a banker and deal with some very influential individuals. The only time a proof of payment is needed is if you are trying to allocate funds to a specific account. Anyway I got the proof of payment and sent it through along with the form I completed. I sent the form through on 06/05/2015 and now I have received no response after 3 days. I also sent a follow up e-mail on 08/05/2015. I have not heard a thing. You promise a response within 48 working hours. Well that has come and gone. The result of this is that I am paying interest for a higher loan which means more money for Wesbank.