Unallocated payments

It has been the 2nd time Nedbank could not allocate my home loan payment in their suspense account. Only this time around they did not allocate 4 payments and I get attorney registered letters and Sheriff of the court deliveries. When I called Nedbank Legal department the consultants are very disrespectful and unwilling to assist this matter. I asked for a statement and was referred to a branch. Myself and my wife went to Tygervalley branch and the consultant tried to assist us, she was unable to get statement from system and had to phone legal department. She was transfered back and forth and also got frustrated with her colleagues over the phone for the manner she was treated. However our matter is still not resolved and we going back and forth and our payments are still unallocated.