Nedbank Homeloans Covid payment Restructure

I had the Covid Holiday payment which Nedbank sent me and asked if I would like to take it up. This was in July 2020. A year later, after my bond was handed over to attorneys, I am still struggling to sort out the restructure. I will be on a call for over an hour, get told to go to a branch as a branch must make the call, but then wait for an hour just to get into a branch, once in a branch, I wait another hour to see a consultant only to be told I must call the call centre. When I eventually get through to a call centre agent, they say they never received my emails and no information on the tracker system. Yet, they can tell me that they pick up that the Covid Holiday payment was granted but they never finalised the Restructure on their side. Then they will tell me they will get back to me but nobody does. I don't expect a reply from this and was holding on in the hope of getting it sorted but my patience is getting very thin.