Terrible service from loans department special arrangements

I called my personal Banker and explained that I needed help over the next three months in order to clear a few things to ensure I don't need to proceed with debt review. She advised me to contact the loans department who told me to send an email to *** which I did. Since the 16th I have had No feedback whatsoever, I never even received confirmation that my request has been received and now the next payment has already gone off again? I am really tired about complaining about my banks customer service. You think by staying with a bank for a while and having no issues for years counts for something!