Absa not providing any feedback besides automated response

We have a club account with Absa which had a personal banker who managed the account. The account has been moved by Absa from business to retail and no longer have a banker and needs to be managed by the branches. Now it has become impossible to load payments or request statements as the branches has got insufficient training to understand the product and requests. It took us 3 years to sort the Fica documents on the account only to find out the branch has got no evidence of any records. Absolutely pathetic. Trying to call the branch manager at Absa Centurion is impossible as no one answers the phone. This was posted last week, still no investigation or feedback. This will be handed over to the ombudsman.