Pathetic service

What bad service to get from Nedbank when all I have been trying to do is pay my loan account. I have been calling over the place and no one can assist me I have gone to the ombudsman maybe they can get me a statement and the banking details on how I can pay my own account. The account is in the legal department and when I do get through the line either cuts or I am transferred again to someone else. No matter what I have done I am just not getting any help from anyone at Nedbank . The only person who tried his best to help me was Matlokotsi Makhele in Durban and Im in Cape Town . He even called me and transferred me through but again no one answered the call. Im hoping this will have someone make contact with me so that I can actually pay my account.