Bank fees arrangements

I recently have financial challenges and the banks always say talk to us for arrangements, Nedbank just stall and stall they never make arrangements and you cannot even speak to any one, they tell you to email which they just say they are processing and they never see reason, whether you lost your Job or not and the little money you suppose to distribute and get food and other things, the moment I am back on my feet, I want nothing to do with this bank