No response on the customer service email address.

After being in arrears with my home loan i was contacted by someone from the collection department. i explained to her my situation and she please forward me an e-mail with all the required details that i have to submit because im unemployed and waiting on my pension to pay the arrears and pay extra money towards my bond. A week and a half later i received the email from the collection department with the list of documents that i have to send to back to her, it took me another week to get all the required documents and send it to the collection department. A few days after sending the documents, i received a reply from the collection department saying the bank has recalled my account and its with the legal department now. I send and e-mail to the customer service on the 1st of September 2017 and i have not received any response on the e-mail. I am afraid i might lose my house due to no-communication from the customer service response line. Why do they have a e-mail service for the customers but nobody response to the e-mails that is being send to that address?