Mistaken Legal Status

Terrible disgusting service from Nedbank. I have a Homeloan infact Homeloans with Nedbank. recently been told that the account has a legal status on it when ive been paying both Homeloans monthly. Homeloans tranfer to customerservice, customer service to Collections, collections to Legal and Legal to Debt-Counselling and NO ONE CAN TELL ME WHY THE ACCOUNT HAS A LEGAL STATUS!!! Totally appauled with such great inconvienience.