Terrible Experience with Homeloans Department

I have had several bad encounters with the homeloans (collections) department. Not only are they almost inaccessible, but in the most recent instance, no one seems to be able to explain why my homeloan account went into arrears and as a result my flexi option has been revoked while I have a salary stop order and it shows that I have excess funds on my side.

I literally tried 10 times to follow up via various channels (email and calls) but to no success.

Applying for a homeloan and getting the deal signed was effortless, but the service you receive afterwards does not meet the same standard.