Nedbank official's fishy conduct

On 22 May 2020, a Mr. Jose Goncalves De Matos sent me an email requesting me to contact him to discuss the status of our home loan with Nedbank. I responded immediately giving him my cellphone number to contact me. After 2 weeks silence, on 8 June 2020 I emailed him again asking him to respond to my previous email. On 10 June 2020 he contacted me via telephone and promised to sent me certain documentation regarding our home loan. To date he has failed to do so. After a month on 8 July 2020 I again contacted him and requested him to contact me telephonically so we can discuss the matter he has raised in the first instance. I also stated in my e-mail that I will take the matter to his supervisor should he continue to ignore my request. He responded by refusing to provide the contact detail and instead referred me to the bank's call center hiding behind the Cov19. So after two months I still do not know what he actually wanted to discuss in the first place and I suspect something irregular is in the making here. Surely Nedbank's Mr. Dematos should have put in some effort to resolve this matter and not re**** on me to drive the issue by constantly contacting him and prodding him into some action