Absa ***** Department Non Existing

I have a ***** case as from October 2025. I only get promises for feedback. I keep on phoning and the Consultant dealing with the case is just never ever in his office to take a call and will not return any calls as from October 2025. There is no system at the ***** Department. You need to tell your story everytime your phone to find out if there is any progress for no one make a note on the system. How do I deal with this.