Bad communication

We are now tired of ABSA trust. Communication is one way affair. The only time they communicate is when we request answers. They giving the impression that they only work on the estate once we request answers. Promise was made that communication will be better yet we still waiting. The last email recieved was the 13 November 2020 and it said we will be contacted as soon as possible it is now 25 November 2020, I don't think it is as soon as possible. Just a quick email or call to say we didn't forget you will go a long way. As a Absa client from the beginning of the name change is this the thank you recieved. Please help.