Prestige - Bad Service

I called prestige 28/01 requesting information on how to change the term of my bond loan. Advise was that when I do my transfer of monies I could contact them or home loans to readjust - All was fine.I did my transfer and contacted Prestige the following day after 18h00 and was told I could not be helped because Home loans are closed. At this point in time is when I got upset, because I was not advised that I need to call before 18h00. I spoke to a supervisor and she assured me that some will contact me the next day which was 30/01 at 10h00, because this was my only available from time. Agents contacts me at 10h00 an advised me that they will conference call home loans - call gets cut. I had to call back an hour later, because no agent or manager bother to call me back. I got a supervisor on the line and explained to her the situation. She conferences home loans and the call is cut 3 times before I speak to home loans and prestige. Home loans agents advises me that I need to have a written letter (which I was not advised about). This upsets me further because nobody can give me straight advice. Advised both agent and supervisor that I want an email with the process. Still waitin