Homeloan admin doesn’t call

I want to speak to someone to help with a Homeloan query. I callled on 14/12, and was told that admin is closed but will call me on 18/12. I was even offered a preferred time. Nobody called me. I called on 18/12, and again was told that as homeloan admin team do not take calls, someone will call me. Nobody called me. I repeated the process on 19/12, and shared the urgency of my request….but nobody has called.

I am now resorting to a HP complaint in hope that my request might be taken more seriously.