Impossible to settle a Smart Housing loan

We have been trying to settle a Smart Housing loan since Saturday. Have phoned numerous times, kept waiting for more than 20 minutes. Have sent an email to their loans department / no reply, have sent them a Fb messenger message which they promised someone would come back but no one has. It’s absolutely impossible to get a settlement letter from them with details of his to settle. Impossible ti get through to the housing team. There own people can’t. I am trying to sort this even though loan in my husbands name as he cannot spend more time in this. We have jointly spent about four hours on the matter.