Unhappy with ABSA service!

I have sent a number of emails to the above department in August and July and did not get any responses as needed - i needed an extension on the payment relief - I did receive an sms asking me to respond on how long I needed which i rep**** to immediately. Now I hear that I am in arrears and in collections and I have spoken to 3 different people who give me 3 different answers and still my issue is not resolved. Absa suspended the Debicheck consequently no debit order went through however i have tried to get this matter sorted out even at my branch also with no solution. I dont want to speak to a consultant working from home as everytime I do the network is so bad and I get cut off also background noise makes it very difficult. how do I speak to a person in charge???????