Dead ears

I'm writing this post thinking that I will get a response. I took a loan with the bank two years ago and this year in feb I lost my job. The insurance I have with them didn't pay out and I have app**** for uif of which to date they have not approved my application. Nedbank wanted me to pay but I don't know from which money coming from where. I got another job this month and I called them on the 18th of novemenr to discuss pay the account but I was told its with legal team and they will call me. I received a letter today stating that they tried calling me whiteout success. My phone is on everyday 24/7 and they are lying that they can't get hold of me. Why didn't the call centre help me to arrange payment before this letter could be send to me. I hope they will respond now because I want to pay my loan but I won't let them bully me.