Wesbank collections/legal such dissapointment

My husband's car was repossessed by wesbank 2 weeks ago and we were told we have 15 days to come up with the funds.we paid an amount the 20th ans the rest today on the 25th as arranged. We were told that immediately when we pay the a release letter will be given to us. My husband has been trying to call the consultant assigned from last week and everytime we get told shes busy her name is Amelia Taylor, she been ignoring him all this time . Today after calling non stop yet again she eventually spoke to him and ddnt ask her colleagues to tell us shes busy like shes been doing for days. She spoke to him and when asked when we going to receive the release letter then she said she has to confirm the insurance as yestrday their lines were not working so she could not call to confirm insurance, so then my husband says but insurance is with you guys you can call even now and get back to meas I really need the car urgently, then she said he must relax n wait for her to get back to him once she has done everything and she said she will not give him a date. We know we messed up.by not paying , but due to unforeseen circumstances we could. Ow n even the money we paid to bring acc up to date was a crazy hustle, but now she is not even interested in assisting us. May someone get assist us with this urgently as we need the car to keep making payments so that we dont go through this but we losing hope as the person who is assigned to this really doesn't give a bother .