unable to assist a customer with account .

I phoned wesbank on 08.03.2016 at 13:03 and spoke to Thebiso. I wanted to make payment arrangements towards my fianc? account due to him not being able to phone or contact wesbank as he is working from 07:00 - 17:30 with no lunch time, and he is working on the mountain tops so he can't have his phone with him. I have sent many emails to make a payment arrangement as well as sending proof of payments , but no one can respond to any of my emails. It is absurd and unacceptable. I feel that if they do not want any money they can keep on doing this. We only want to do good and give them what they need.