No customer service at ABSA home loans department

ABSA home loan department is the worst ever! My husband is unemployed at present and we requested a restructuring of our bond repayments. Got an e-mail to say we would have an answer in 5 days, none received. Phoned the department the next week, they would give an answer the next Monday, again nothing. Phoned again and was told they have no such request on the system. This is now a month later. Phoned again today and was told that the email did not specify the percentage we can pay (although we did state the amount that can be afforded on the initial email). Now we have to send another email that would most likely not be responded to as well! You try to make timely arrangements in unfortunate circumstances, but it seems that ABSA wants to force you to loose your property! Unfortunately nobody at a branch can assist, you are just told to phone the home loans department. Where is customer service??? Who will help us? Seems that nowadays ABSA employees at this department is getting a monthly salary to lie, make empty promises and act as if they are doing you a huge favour to even speak with you. If somebody wants to call us, let it be one in senior management that can assist. We have been clients for many years and will move to another bank at the first opportunity!