ABSA BOND RESTRUCTERING DEPT

Good afternoon I have requested that my bond got restructured , a guy called Andre Venter phoned me telling me that it was approved because I have paid my home loan well the past 5 months and he will restructure the home loan. He also emailed me some documents with what the new payment ,interest etc. will be. Just after his phone call to me he phoned me and said that the system does not allow him to restructure the loan because I am under debt review. I have then send him a letter as proof that my home loan is excluded from debt review because it is a joint loan. He then referred the matter to his manager. After this I have left 5 messages on his phone , emailed him 3 times and he never responds , this is absolutely very poor service. I need urgent feedback on this