No empathy from Nedbank

I have been begging and pleading with Nedbank Homeloans for assistance with restructure or assistance with repayment. I asked for a please call me on their website but no call or feedback. Anything you ask us a no. Negative. They claim to have good values but no action. I am crying out for help but ALWAYS Negative or a no. Surely there must be a way to assist your struggling client.