Useless service standard bank

I requested a call back from srandardbank home loans regarding my payment that's behind ,I also emailed them to inform them about my decreasing income again this year ,I did not phone them due to recording that takes forever to be answered or to be cut off ,or just send from pillar to post and being cut off depending daily more than 2 hours trying to get assistance .last month I paid 2 installments due to pressure of SMS and calls from them when I was at a stressful state .again I still not received assistance but was told go online on the app.i don't remember my password ,due to never using the app.big problem i cant get another password without a bank card or pin number which I don't have as I'm still waiting on my card since February ,yearly a card amount is debited from my account but i don't receive a card due to the account I have..now they want to hand me over for not paying an amount due to receiving extra on my home loan account last month .