STANDARD BANK HOME LOAN

I have been struggling to get through to Standard Bank Home loans department to make arrangements to sort out my home loan. I recently discovered that they sent summons and a meditation letter to the house that is tenanted in Durban instead of the primary residence in Johannesburg. I have made arrangements and was not contacted with regards to this to come to a viable solution. I have not defaulted on the arrangement, i was given a holiday period in which to sort myself out. I have been severly impacted by covid due to being in the travel industry. I have spent more than R600 worth of airtime trying to call to remedy the account but was passed through many different departmens when eventually my airtime would cut out. I basically am losing my house due to the consultants not being able to give me the correct information and I did send callbacks which is a service they provide to prevent the long hold but I have yet to recieve that call. It's been almost a month now. Can someone please help me