Nedbank home loans horrible service

Nedbank has financed me for my property for years, but every time I want to reach out to their home loans department through their toll free call centre, their consultants won’t transfer me to home loans department to inquire about the property I’m paying for, they’d either tell me they’ve logged in a call and the home loans department will call me back which they never do or put me on hold for a long period of time or just hang up the call, this has been going on for weeks. I have a monthly instalment for the home loan but I can’t even reach out and make inquiries, I should just shut up and pay. The lady chantel kept me on hold for over 30 minutes today until I hung up because it’s what they do, put you on hold until you give up. I have screenshots of the call duration and I honestly don’t even know what to do at this point