Enquiries & requests get ignored and go missing...

Why does a person have to resort to platforms like these when I have tried on so many occasions to resolve the issue at hand using all the channels available to me, only to get pushed from pillar to post and have everyone and the cleaner promising to get back to you?

Wednesday last week I called in to enquire about changing my flexible home loan to a fixed. I got told I was in the wrong department and because I was a "Lifestyle Banking" client I need to contact another number. I phone this 0800 number - it doesn't exist. I phone back, explain all over again and the person says they will get someone to contact me Thurdsay last week to discuss the change I am requesting. Late Thursday, nothing happens - no one calls. I call again, get told the same story, and also get told there is no record of my request from Wednesday. The person tells me that I will be put through to Lifestyle Banking. I do get through, speak to Krisan who says he will send the relevant department an email - they will call me Friday. Friday, same story, no call. I phone late in the day again, get told, "No, you can't contact the department responsible for this directly because they don't have contact numbers" and according to the record of my communication, the wrong email address was used by Krisan. Really? No contact numbers? Were they given a cave, some sticks and a fire to work with? Anyway, the person promises faithfully that she would send my "escalated" request to the correct email address and department and that by Tuesday this week I would get a call. It's now Thursday, and STILL no call. Tell you what - even though I am in advance with my home loan, I'm going to reverse this month's debit order and time how long it takes for someone to phone me and then we'll compare service levels. I am trying desperately to fix my interest rate BEFORE we have a giant basis point rise, but it seems Nedbank is hard-set on preventing this from happening and will only action my request after all hell has broken loose. Honestly, it doesn't need to be this painful and complicated. Can the person responsible just contact me, discuss the options and send me the documentation?