Home Loan Commplaint

I have a home loan account with standard bank and I find it unacceptable that as a client when you have a query that has not been correctly resolved through the call centre line, you still cannot speak to a home loans consultant face to face. I submitted a request relating to my home loan repayments in November through the call centre line, and this was resolved in the 1st week of December. But in resolving the query, there seems to be a misunderstanding in the way the query was to be resolved, and I discovered at the end of the month December. on the 29/12/2015 when I visited the branch, I could not speak to a home loan consultant face to face, the query had to be still resolved through the call centre line, which I followed. I was advised that the query will be resolved in 4/5 working days. On 09/01/2016, the query was still not resolved, and I phoned the call centre line again, and I could not speak to a Manager to have my query resolved, had to eventually drop the line after hanging on for a very long time. To date the query is still not resolved. Is there no home loan walk-in centre at Standard Bank?