Wesbank refuses to help their customers

My husband has just been on the phone waiting 25 minutes for WesBank to pick up their customer service line- only for him to be hung up on. Why is it not only the customer's job but also the hardest job in the world to hunt down basic customer service from you guys? We made a lump payment towards our car finance loan and was told we would receive a phone call to confirm the recalculation. Not a single email, text or phone call have we received and it looks like nothing has been recalculated. We have taken to spamming their email line and we don't even receive automated responses. I really don't understand how this business is being run- you clearly hate your customers or something I don't know how else to take this abismal service