Nedbank Home Loans not assisting

I have been trying to contact Nedbank Home Loans for the last month with no joy. I have been given 6 different numbers to contact to try and get my issue resolved. I was then told to use *** and send them a email which i did on 23 August with no reply as yet.

I need to get my name off Debt review. Our house was sold last year August, there was a shortfall which we are currently paying. But i need a closed up letter from the bank for Debt Review in order to get our names removed.

I urgently need someone to assist, i can not believe the service i am receiving absolutely shocking and unacceptable.