No service from Standard Bank and their Call Centre Agents

I have a home loan with Standard Bank since February 2018. When signing the contract a specific repayment amount together with home insurance was agreed upon. Since my first debit order, the repayment amount was more than on the signed agreement. I have tried to contact Standard Bank with no success- the numbers on their website keep on ringing or you are transferred to numbers who nobody bothers to answer. Last week the geyser in our house started giving problems. Since Tuesday 27 March 2018 I tried numerous times to phone, filled in a "contact me request" on the website, spoke to 2 consultants on Saturday and Monday (who could not find my details on their system and promised to phone me back... still waiting) and lodged 2 complaints to the complaints department- and STILL NO REPLY. How is it possible that a big company such as Standard Bank could give such BAD service. If I failed to pay my loan amount, I definitely would have received a call from them but since it is the client who needs help... seems that they are only interested in receiving money.