Extension of home loan term without consent and lack of assistance when asked to reverse it.

Standard Bank extended the term of my home loan without my consent, I have been calling them for over a month now and everytime I get told an email will be sent to the person who will reverse the extension. I phoned then yet again yesterday and told them I'm not hanging up until the matter is resolved as I'm tired of being sent back and fourth but the issue still not resolved. I was given the team leader direct line by the name of Unice and told to call her today. That line is put off the hook because it has been saying the user is on another line all day. I'm sick to the bone with STD Bank service, they ripping us off, how do they extend a contract that has 2 parties without the second party consent then as if that is not enough refuse to assist them when they ask for the extension to be reversed.