Home loan payments

My fiance and I have purchased a home in both of our names. She receives a housing allowance from the municipality as part of her salary package. The payment of our home loan comes of my account via debit order. In order for her to receive her allowed housing allowance she needs to pay an amount towards the house. Nedbank informed us that we would need to supply a letter from the municipality stating the amount that they would pay from her salary, we did. We requested that the amount of me debit order be reduced by this amount making the total payment for the account paid, just from two separate orders They then told us they would submit the query and let us know, they did not. I called in today to query the progress to which I was told that according to they procedures this was not allowed. When I asked to speak to a manager I was told they are ALL in meetings. I'm not asking to change the world, simply to change that way I pay my always up to date account, so that we as account holders can benefit. Service request ref#: ***6