Refusal of rate review

Fnb is not helpful at all, I wrote a query’s explaining my financial situation of a job loss, and need assistance in rate review, I was informed my acc is in errors and can’t look at the account until it’s settled, Lady called Terran said she will escalate the matter and see if I qualify.

I have settled the amount and the lady has been ghosting me, not responding to emails as communicated.

I am again saying can I have assistance in rate review. I am paying bond using my pension and seeking for employment but 14% interest rate is unfair taking into consideration that I have communicated that both me and my husband are unemployed.

Is the intention for us to loose the house or my I appoint an attorney to assist in the process