Nedbank poor service

I am very, very disappointed in the level of service at nedbank. My father recently passed away and we have been trying to find out where does his home loan stand. We went to the bank with all the relevant documents and we were requested to use their phones to call the home loan department. We were on hold for almost an hour, we had to leave without getting through. The next day I personally called from home using my own airtime and the same thing happened, put on hold for almost an hour. We are going back to the bank again and I doubt we will get through to that God forsaken home loan department. Can anyone from that bank assist us as this is URGENT!!