Bad customer service - Passing the buck

I am currently overseas, unfortunately my homeloan is with Standbank (at a ridiculous rate which I was told would change once my arrears was settled) I have been trying to get assistance for over a year now. I even wrote to their complaints department expressing my concerns. It seems like passing the buck is what they do/ignore requests. What's astounding is if you skip a payment, see how fast they call, email and harass you. Trying to get help is absolutely unbelievable. I'm starting to wonder if they have the resources to take care of their international clients. My elderly mother has been to their offices with a letter indicating that she has authority to act on my behalf, still they did nothing to assist her. If nothing happens soon, I am seriously considering moving my homeloan to a bank that cares. Where has customer service gone to??