Nedbank Home Loans: Worst customer care service ever!!!

12 Phone calls and 2 hours later I am still unable to speak to a Nedbank HomeLoans Collections Specialist!!!!!!!! I have spoken to 9 different people, how is this acceptable for customer service??? I am going for brain surgery and is under immense pressure and pain and now I have to deal with such customer service! I need to arrange for NO PREMIUM to be deducted from my bank account for 6 months. Can the right person please EMAIL ME URGENTLY @***.