Non existent service and either extremely unprofessional or data leak causing phishing attempts

Poor service. I have a home loan with Standard bank and require a particular letter from them in order to buy a property. I have tried for weeks to get hold of someone. Numbers either cut me off after 15 mins of waiting, the emails go no where. When I FINALLY was informed of an email I should use, I have received 2 email responses that I am 99% sure are phishing attempts as they require me to open a link that has my info as the password. So other than them being useless, not getting through to someone, nor what I need, I am also convinced they have a data security leak or internal misappropriating my data. Literally no one is able to help