Nedbank Home Loans

I have been trying for the last 2 months to restructure my home loan. I have spent a total of 3 hours on the phone and have sent 2 emails and still no response. The very first call I were put on hold for 50 minutes. Out of desperation I went to a Nedbank branch, just to be told that they cannot assist me and that I must phone the home loan department. Needless to say that I tried phoning again and after another 30 minutes on hold the call were cut.