Bad service

2 weeks ago i called Nedbank to have my home loan payments restructured. I was given a reference number and told the branch will call me. 2 weeks later i still have not received a call so i called again after holding for about 15 min a gentleman by the name of Thato picked my call. He told me i am supposed to take my ID and other supporting documents to Constantia. I asked him why Constantia, he asked me where did we do our application and told him it was in Vanderbijlpark. He asked me to hold the line while he went to investigate the matter. After a few minutes holding, he hung up. NO EXPLANATION, NOTHING. I cannot be sent from pillar to post trying to resolve this issue. I need help urgently regarding this matter please.