Poor service from Wesbank

My car was written off and the insurer paid slightly less than the settlement amount. I have been trying for a month to get someone from Wesbank to phone me or email me about the outstanding amount that I owe. Nobody contacts me even though I keep getting acknowledgement emails and reference numbers. Now they have deducted the usual installment from my bank account with no explanation of what I owe. Extremely poor communication and service. All of my cars are financed with Wesbank, but I will not use them again when I replace this car that was written off.