Home Loan Service Pathetic! Query 41 Days Old!

I have logged a query with Standard Bank Home Loans Division 5 October already, only to be told on 9 November when I followed up on feedback that they have not received the query from their Mrs Sharmilla at their Vangate Branch. My query was then re-submitted by Mashego at their Kenilworth Centre branch and ever since I have followed up everyday only to be told that they will escalate to their very HIGH PRIORITYESCALATIONS LINE, and then this escalation line sends me an email 2 days later to say the query has been resolved and closed but I STILL HAVE HAD NO CONTACT OR FEEDBACK from the Home Loans Division. I have tried to see a branch manager to resolve my issue and been told that a branch manager does not have the authority to help me and I can only email the HL Division, they are not allowed to take calls??? So how does one get an answer or any feedback at all, if you cannot speak to anyone and no-one has any authority to do anything?? SO FRUSTRATED!