Nedbank Home loans department on MUTE!!

I'm writing on behalf of my mom Maria Mo***eng(ID No. *** 084). She has a home loan with Nedbank which she has been trying to settle since the beginning of this month. On the 6th of December we called Nedbank Home Loans& spoke to a lady by the name of Boitumelo , she told us that the amount for settlement would be around R84 000& since my mom is a pensioner she will qualify for a 10% discount on that amount. She said seh would call us back& we never heard anything from her again so we called on the 12th& the lady we spoke to said that the 10% discount had been put on hold but since we had called before it was paused we need to speak to Boitumelo as she has already submitted it to management for approval. She unfortunately couldn't find Boitumelo so for the coming days we kept calling& were given the run around with no one bothering to even get back to us. I'm absolutely appalled that a pensioner is been given the run around by this company that claims good service but doesn't practice it. They even debited this month but they can't call to provide feedback& assist a client who want to settle her debt. She will not be receiving an income so this is rather urgent. Or maybe this is a plot to get an elderly woman into debt. I need Nedbank to fix this mess, give my mom the 1% discount rightfully due to her. As for your consultant Boitumelo, she is needs training on how to provide customer service. The reference number for the initial calls is ***2