Pathetic Service

Earlier this year we took out a homeloan where we consolidated our debt and have been liaising with the homeloan consolidations dept. The access money which was not utilised was to be paid back into the bond account however we still have an outstanding amount which was not paid. I have sent several email requests requesting that the said amount be paid to settle the outstanding balance in light that there is over R40k that is being paid into my bond account. Further the bank has not advised whether if the access money is paid back will it drop my instalment on my bond??? I have sent emails upon emails since the 23/06 and to date no response. The call centre advises that they do not have telephone numbers for this department. Really??? Pathetic service from people who suppose to be assisting you!!!