no sense of ubuntu at all

we have been struggling and requested for home loan restructuring, we would received and email from them saying so and so will call you in 48 hrs, no one called us and when we go to the branch we don't get help. they will tell us about the same procedure that we have tried and not getting any help. mean while the collections department is calling us and we are telling them that we have been referred to the restructuring department and. till today we have haven't got any help from the bank. how do we get help from this bank are they looking forward to repossess instead of helping? I'm so sad because I have been with them from 1999