Standard Bank Pension Backed Homeloan - NO ONE IS ASSISTING!!!!!

We have a bond with Standard Bank. My husband works for a company that has an agreement with Standard Bank regarding a Pension Backed Homeloan. I worked for the company when the bond was approved and NO ONE informed me of this option, only my company informed us with a letter. I want to change my homeloan to the above and NO ONE at Standard Bank is willing to help!! It is atrocious how we as clients are being treated and every consultant refers to the next to the next to the next. ridiculous!! Why does no one know what is going on???? Wake up Standard Bank!! I would appreciate it if someone would contact me regarding the above!!