Change term from bond from 20 years to 30 years

I called Standard Bank on 15 Oct 2022 on ***and spoke to a consultant, I advised that I needed assistance with changing the term for my bond from 20 years to 30 years. My bond has increased significantly since the increase in the interest rate. The consultant advised that she would send my details to the home loan department and someone would call to assist me in 3 days. 10 days later and still no call.

Can someone assist?