Absa ***** department is a joke

I am so disappointed and dissatisfied with Absa ***** Department. On 20 June I opened a ***** case and was told that turn around time is 15 working days.On 3 July I received a call from a lady called Latoya and she said she was the investigating officer on my case and wanted to find out more.after we spoke she said she will have completed feedback after 5 working days from that day which would have been the 10th of July. Since that phone call I've never heard anything from her and I called 4 times to the call centre and was told there was no feedback and they will drop her an email to call me back of which on all 4 occasions she never bothered.i feel very unimportant to Absa and many they are prioritizing other cases over mine.ive been an employee with Absa previously for almost 9 years and I've never known them to be this unprofessional