Poor communication at wesbank

I have been asking for their assistance to provide a reference as payment is bouncing back. It's been more than 5working days with countless follow ups.

I'm unable to take or make calls during working hours due to the role I'm doing. They still haven't bothered to assist me. Their auto response mentions two working days.

I am extremely stressed and don't know to escalate the matter to get assistance.

I've emailed ***.

Can someone please help, because I don't know what more to do.