Unwilling to assist

When does SBSA put their customer 1st? When they can make more money out of them, not when their customer needs assistance, irrespective of how loyal the customer has been to them? I am unemployed and have funds in my home loan, I also have an outstanding cheque account, and they wanting to take legal action against (all to increase the amount of owe and to take whatever I have left from me). I requested that the amount be taken from these funds in my home loan and my cheque account to be closed, all this is an internal process and I don't benefit a cent out of it, but still SBSA can not assist. So I ask again, WHEN DOES SBSA PUT THEIR CUSTOMERS FIRST?