Restructuring Declined by Collections - not even there department

I recently spoke to Absa bank to have my accounts restructured as I am unable to keep up with installments due to the loss of my dad. I was first redirected to over 8 people then finally assisted. I was told to send all documentation through to Absa Secured debt resructuring and they will see what they can do to assist. All documents sent through, awaiting a response from them to see what agreement we can come to. In the mean time, I receive a call today to tell me that they cannot assist me, and that this account will be handed over to legal. When I advise the consultant of I was previously told, she says oooo ok, I see now the comments on the system, apologies please forget what I said, I will redirect you to the team leader handling your account, she is from collections, not even from the restructuring team and se has the authority to tell me that my request for restructuring has been declined, she is not even from that department. She says she is aware that my restructuring will not be approved. But I haven’t even heard back from the restructuring department. Absa just cant assist me they keep sending me from one department to the next, and each consultant I speak to, tells me something different, Is there anyone at ABSA THAT CAN ACTUALLY ASSIST ME. I need to know the way forward?