Wesbank not willing to help south African stuck at border post

My husband recently bought a vehicle through wesbank. On his way to Zambia, at the kazungulu border post, they ask for the vehicle registration papers. He has tried to login on the wesbank app before with no success. Anyway, so I call wesbank and explain that he is stuck at the border post with poor reception, bad internet connection and a covid new test that is about to expire. Can they please call him or send me the papers so I can whatsapp them.. No, they can't they say, he has to call them or get his papers from the internet...so I repeat that he is battling except on whatsapp...no they say sorry there is nothing they can do. Seriously bad service.