Home Loans - Still waiting for a callback

I called the home loans division on the 08/09/2021 to enquire on how to extend my home loan ("2nd Bond"). After a lengthy call and being told it cannot happen, it could happen. The lady said she would need to refer to me another department, but not to worry as they will call me with what I require to do to complete the application. It is a week later and I am still waiting for a call.... This is not good for business and would appreciate if someone would call me back ASAP.