Extremely disappointed in my bank, Nedbank

I have been trying since the 24 of March to get someone to assist me to restructure my bond in order to make the instalment more affordable. I have been sent from pillar to post. firstly i was sent to collections who advised me they cant assist because my bond is not in arrears then i was sent to restructures who said they cant help i must go to collections.I am sent by the call centre to these departments when i call. I was even told by their own staff i need to complain to get help how crazy. All i want is to restructure my bond so its more affordable. Imagine your bank says they will only help you if you go into arrears. its what im trying to avoid. Please help me. Taryn Haniff ***