I as behind with two payments first early this month I sent email for Nedbank to debit the 1 payment and then the other one be taken together with this month's debit order but split into 3 months

I as behind with two payments first early this month I sent email for Nedbank to debit the 1 payment and then the other one be taken together with this month's debit order but split into 3 months. I didn't get any feedback, I went online on thier customer help where you live your query no feedback still...I called they told me they have notified the person who is dealing with my account they will get back to mean while I can try and call but the number they gave me it doesn't work then I get message that my account has been handed over how do you do that when I've been trying to reach out and I don't get any feedback. I call again this Saturday since Friday was holiday then they again told me they have notified that person again I told the consultant that this person doesn't get back to me not even on email regardless of the multiple emails I keep sending he told me they will get back to me still now no feedback no email no phone call