Poor customer service

I have tried to contact the Home loans divison from March and till date I have received no assistance. All I want is someone to talk with and gain advice on my Home loan. I rasied a complaint via your website, someone contacted us but no assistance.I called the Home loans division myself and was thereafter sent a form to extend the term of my loan. That is not what I am asking for. I need to know what options are available to me in terms of my home loan. Is there anyone who can assist us or should I rather approach another bank to take over my home loan? This is just terrible service and I regret choosing Standard bank