Customer service failing

Last week i contacted Standardbank, regarding my home loan payment regarding financial restrictions on my pension.it appears with all the changes they made the past few years ,information are not updated on the internet , emails dont exist ,customer service is failing , after contacting them i got a mail back on how to put in a claim , which was not the case, after spending 4 hours trying to fet assistance i lost time and could not finish my orders of my customers.today i got an email on i must explain why i put in a complaint and give proof , they dont believe me.and i just wanted to tel them im going to struggle to pay the full amount on my home loan , im informing them .so far no one has assisted me .the same with my small loans debit order which is still giving problems sins January , my credit are downgraded , im penalized on banking costs and the ombudsman is not even assisted me and im at fault its been 9 months now and still no help from them ..