No service at Standard Bank Homeloans

I app**** for a fixed loan rate in July. No response from Standard Bank. This month I recieved a letter informing me that my rate has increased. It's impossible to reach a responsive person at Standard Bank Homeloans. Zen desk is disfunctional too. I am abroad, due to time difference it's impossible to call the bank and wait in line for an operator (which, from my experience could like up to an hour, while you are transferred from pillar to post)