Home loan restructuring

We have been at a Nedbank branch to restructure our home loan, have been helped by lovely consultant that have put us on the line with a consultant that have told us that someone from the restructuring department will contact us, and this have been the second week going and after sending an email requesting someone to contact us, I had to email them again requesting for someone to contact us that we can discuss the way forward, they are quick to take your money but the service are not tip top as it shoot be, hope that a manager will contact me that I can ask them why the delay in service or would they like me to move my home loan to a different bank