Unable to go through the correct department

Called the nedbank customer care line to inquire on my home loan account. First attempt, there was no response from the building loan department when I was redirected ; second attempt I tried to have the call centre consultant to direct me directly to the building loan department, with no success ; third attempt my call was redirected to some number I do not know. <br> <br> This made me not to be able to address my query with them as my airtime finished without getting to the correct consultant. Can they do something about this...