No response from Std Bank for 1 month

I requested assistance (on 29 January 2015) with respect to consolidating an arrear amount back into my homeloan, and reworking the monthly premium. To date (27 Feb) I haven't heard a word from anyone - despite them reading my emails - I do have all the \read receipts"for the numerous emails I sent. The telephone number in their automated response doesn't work"