Same Story Different Collection Consultant

My account is in arrears and I have gotten a dealership to purchase my car from me so Wesbank can see what arrangement can be made for the shortfall. I sent an OTP this morning to the consultant I was dealing with, I called collections to check if this email was received I was put on hold due to airtime my call got cut off.I called again the consultant put me through to customer service which is not the department I needed to speak too. This is frustrating as I speak to a different collections consultant every time and I need to then repeat my story. Why can't I deal with one consultant who knows what is happening with my account? Airtime is also a problem and there is no email where I can query or update someone on concerns. The deal with the dealer is only valid for 7 days starting from yesterday and I don't want this to lapse.