Nedbank diseased home loans department

My father passed away and he has an existing home loan with Nedbank, we are simply trying to find out what steps can be taken and what we need to do to not lose our home. We gathered all requested documents and certified at the police station, went to the bank and they requested the original documents to certify themselves which was done and documents were sent to Joburg, as that is where the late estate department is situated. After weeks of waiting and thinking that things will now be resolved, we were told the documents were invalid and had take the documents back to the bank to correctly certify, now I'm not even mad about that, the fact you cant go in to a Nedbank Branch and speak to someone f2f about a sensitive issue like this is ridiculous, instead you have to phone the ppl in joburg and phoning them you have to clear your hole day waiting for someone to pick up and thats if they even pick up, no one keeps you updated, This morning I've phoned 6 times and no answer and no1 can tell me why, and each time the Nedbank call center just puts me through to ppl that doesn't seem to be at work. Im not someone who complaints but this is ridiculous.