Letter of consent & capital Reduction

On 8 June 2015 I sent a letter of consent for my wife to act on my behalf when I am travelling. Since then she dealt with the call centre every month without any issues. On 28/08 I got a 2nd account. 4 September my wife phoned to do another capital reduction after I paid R5000 towards this new acc. The lady assisted her and gave her a new instalment of R1305.27. When I checked my acc yesterday I saw that this R5000 is in available column and was never put towards the capital. When my wife phoned a very rude lady told her that she can't assist her as she has no consent on these accounts. My wife tried explaining by giving her the old acc number saying she was assisted in the past but this lady would not reason. When I phoned I got given an instalment amount of R1432.77?? I left a message for team leader to phone me but has yet received a call. We did this early September which now means I have to pay higher instalment this month because Wesbank staff did not do their jobs??