No moving forward with Standard Bank

It is unfortunate that I have to take to this forum to try and get any further with our dealings with the Home Loans department. Our correspondence with Home Loans began on the 21st of May 2020, with Tanya Naicker: ***. On 27th of May, we received a payment agreement from Home Loans, which appeared to be unreasonable and shocking. It did not make sense - was it an innocent error or not? Were we at the mercy of the bank expecting us not to read in detail as to the unbelieveable amount of interest they were charging us? No one has addressed this, taken account of or apologized for. It seems as though, your call centre cannot understand their product or what we were querying. We have spent up to 10 hours since this began to try and get somewhere with this process/agreement. No one at the level of your call centre is able to help, service is pathetic, and after almost 20 yrs of being with the bank, I cannot understand what I was thinking to keep dealing with this institution. Today, I received an sms to go to any branch to complete paperwork. An almost 2 hour wait on the phone with your call centre and no one was able to pick up the reference number on the sms.With the current COVID-19 pandemic, my wife and I spent 2 hours in a queue at Clearwater branch, at the risk of exposure to a disease for which there is no cure, without being able to have any assistance. So much of my time has been spent trying to resolve this issue - I am frustrated!! The call centre is service is shocking. Even trying to get anywhere with Prestige proved useless. My wife spoke to a lady named Rose last week, and was promised a call back in a day or two, but still nothing. Empty promises, people with no accountability...this is what we have to deal with. In total we spent 10 hours of airtime and 2 hours at the branch. This has been a rude awakening for me. Thank you for this experience.