Incompetant staff

I have a few cars financed by Wesbank, One month ago my wife was involved in an accident and wrote the car off! after my insurance broker and myself have contacted Wesbank several times for them to send us a settlement letter, we have come up with problems, eventually they sent us a letter for the wrong car!! now it is an issue again Really??? what is the problem with the staff at Wesbank???? not helping us customers. My next payment is almost due and I have replaced the car and again was financed by Westbank, but they cant sort this problem out!