Threatened by your empoyee

We have a bond with Standard Bank and not one of your employees can give us accurate information. We have been sent from the bank to lawyers, back to the bank, had people come to our home and to date we have no idea what is going on. The information is misleading and there is no one who can help us to make arrangements to pay our arrears and assist us with a restructure. Our recent conversation was with Zanele Thusi who instead of helping us threatened us and gives off the the impression that she is the bank and not a representative of the bank. After speaking to Zanele, we called again and spoke to Ntalya who says there is no legal department. Before we start the litigation process we would really appreciate if someone could contact us so that we can make arrangements to pay the arrears and restructure our home loan because we know that repossession is the last resort and it seems that you guys are dragging to help us, we have all documentation, emails and notes on everyone we spoke to and no one has helped us. We cannot get help at the branch, they say to call, we cannot get help over the phone, they want to threaten us, so tell me Standard Bank what is going on!