NO ONE ANSWERING THE PHONE AT HOME LOANS

I have been trying to get hold of Standard Bank home loans division for 2 weeks now. Every time I call I am on hold for a minimum of 20 minutes. As I write this it is 8.44 am on a Monday morning and was on hold for 15 minutes and finally a consultant answered. I went through security check and as I asked my question the call cut out. I am now on hold again... Other Standard Bank divisions are answering calls - I checked. This is now my 5th attempt....I need to query something on a home loan and cannot do it on the self service app. I understand there are high call volumes but I have attempted 4 times and its impossible that no one can answer. This is extremely urgent that I speak to someone. Since my complaint fell on deaf ears I will have to report this to the Ombudsman as customer detriment might be suffered should I not speak to a person at STB home loans soon.