Poor client service - home loan division

I have a Nedbank Home Loan. I'm divorced and the account is still linked to my ex wife, who despite receiving the money is not paying the account. I called the help line ***, and 4 of the 6 times I called the call was terminated due to the operator not hearing me. When I did get through the approve it system wasn't working and I was put through to a different person to do a manual authorization. Nothing resolved I went into a branch and after waiting for nearly half an hour I was told they can't help and I must call thd helpline. This I did and am currently holding for half an hour. 20 minutes into waiting a consultant answered and once again the "approve it ststem" was not working and referred to manual authorization, due to high call volumes I'm still waiting. This is more than pathetic and I'm am exhausted by the repeated ads and appologies for holding so long. How is this possible