Standard bank still waiting

Good day . I received a SMS last week giving me an additional amount on my loan with my monthly installment remaining the same .I presume this is the amount already paid to my account less interest already paid . My problem is that I emailed standard bank to process this application and was promised that a sales consultant will call me back. I am still waiting for this consultant to call me back kindly please get a consultant to call me asap or please process this request on my behalf or at least guide me on how I can do it myself on the app .