Terrible customer support

Myself and my husband had a joint home loan. My husband was the main holder and payer of the account. My husband has since been unemployed and we were not able to make our payments. I have been trying to get assistance with information about the amount and to make arrangements so that I can start paying it. I had no joy for about 3 weeks. I went to the branch I was told to call the loan department, I had issues getting through for sometime. Eventually I got through this agent was so hostile and just kept telling me we have been handed over. I asked for the contact details of the lawyers, she provided me an incorrect number. I was so upset to have to call the call center again and get transferred I just left the branch. I then tried requesting a callback on the website from standard and till this day I was never called back. I am appalled by the service I have been receiving from this bank when I am the one running after you to pay what we owe you. This has been going on for about 3 months not getting any assistance! I even went as far as requesting loans to rather try and settle it but this bank has just ****ed everything up I do not know what to do to get the payments sorted. Where did you hear you run after someone you owe to beg them to pay them!