So, Who do I contact?

I received a letter from Nedbank informing me that my Home Loan Agreement expires on 1 January 2016. I was requested to phone ***to say, whether I wanted to cancel my Bond or make account, 'Inactive'. I duly done so, after answering numerous questions I was informed I need to verify my identity by going into a Nedbank Branch with my ID and 3 months Statements, they cannot assist me any furhter! Really? So, then I went to Meyersdal Nedbank and was informed there, that they cannot assist me either as a 'Hold Code' was placed on my Account? Really? A Nedbank Representative did try and telephone through to this Share-Call number too, but to no avail after 15 minutes of holding on for someone to answer, I told her not to worry any further. I am now totally confused on how to proceed further! Can someone contact and advise me please?