Not the usual service from Std Bank - WHY NOW!!

I sent an email in November 2021 to respread my arrears into my bond and got assisted in January 2022 - on 2nd Feb I got an amount to pay for and made payment end of Feb - R12k and again R12k end of March - on 6 April I got a call from attorneys to say my bond was handed over to them on 11 March - AFTER 2 R12K PAYMENTS WERE MADE and I was under the impression the arrears were spread into the bond - now my bond is handed over to them and I am being pushed to sign to sell my property!!!!! I WILL NOT SELL MY PROPERTY - I have been paying R12k into the bond for Feb and March and am making another at end of April - I have not received any sms or emails regarding arrears or any notice to say i am being handed over - I have just been handed over without notice to say it will be handed over - WORST OF ALL - I SENT EMAILS SINCE 7 APRIL to top management and to their complaints team (***)NO RESPONSE SINCE and not even an automated reference nr from them. in the interim I need to stress and fight for a misunderstanding that took place between myself and Std bank and the time delay since requesting the assistance in November - now my property is at risk and I dont get a response from anyone at Std bank???????/

I trust this will be sent to the correct person who will be willing to please look into this matter and assist me to get it resolved - this is not the service I am used to from Std Bank - why now?