Urgent payment relief for personal loan since May

I have app**** for payment relief for a personal loan since May (Retrenched) after a number of follow ups on email and attempts to speak to someone on the phone I have not received any feedback. All the requirements have been shared with NEDBANK on email. I am now in a queue at bedford Centre waiting to be assisted for over an hour and a half. This is my fourth attempt to resolve this in person at a branch with no luck.