terrible service

I have been in communication with Absa home loan department since August 2024,i had explained i lost my job and asked for their assistance on lowering my instalments until im back on my feet,they approved my request only to not further communicate on the amount i needed to pay

its April im receiving emails from lawyers regarding my homeloan arrears and i only learn my request was granted and only communication on the amount wasnt, my biggest question is why did no one call or email me if honestly their intentions were to help me i call again today i find out this information and they are willing to see me loose my property im sooo disappointed and honestly i need answers and someone to account and fix this mess and my call was hanged up today