Bad Service

I moved to ABSA in January, everything was going so well until I made a new application now, the person responsible for this, PALESA is not calling me back, I keep getting SMSs but no missed calls or calls from PALESA in the new applications back-office. Please, I will need to reapply again which will affect my credit score as another enquiry will be added, so please can PALESA call me back today, I dont want an SMS I want to speak to her, she must be very busy because she is never available.