Poor customer service from Home Loan Department

My husband has been retrenched and has been trying to make arrangement for our home loan. We went to the local branch and was told we need to contact the home loan department telephonically, we phoned the home loan department twice before today and they said someone will call us back, we are still awaiting that call back. We phoned this morning and was asked to send an e-mail to credit customer assist, my e-mail has not even been read, i have tried several times to call this afternoon and the credit control departments cuts you off before you query is heard. I am so tired of poor service, if i don't make arrangements by the 25th, i will be seen as a bad customer who failed to pay her home loan, the sad part it, Customer Services from the Home Loan department needs to be enhanced, so disappointing that standard bank only sees you as a valid customer when times are good and ignores you when times are bad, This is my bank that i have stayed loyal to for 17 years.