Wesbank offers useless service

I have used Wesbank to finance my car. The time has come for me to refiance my balloon finance. I've been hounded by them telephonically, via tex and email. I have started the process today. I set up the account so that I can do it online. I cannot get online to start the process, because the site won't let me. I've spent an entire morning calling people in the relevant department for assistance and am shoved from pillar to post. Nobody can help me and they are tellling me to go do so telephonically. Basically, they want to to go through a whole application process again with Fica docs, bank statments, pay slips, etc. I've been paying them religioulsly for the last five years. and because their site isn't working and their call centres are useless, the onus is on me as the client to go the extra mile. This is truly shocking.