Nedbank homeloans **** service

Nedbank homeloans treats a person who have just lost a partner, like ****. We are currently in the nedbank branch at Ferndale, attempting to speak to a homeloans consultant. We are holding for in excess of 30 minutes when the call got cut eventually. How do one speak with a representative to resolve the issues around the death of a partner? It is inhumane and pathetic. All this after 5 attempts to call from home