Customer Service - Personal Loan

I am more than cheesed off at the lack of customer service I am receiving from a bank i have been a client of for more than 20years. I have spent to more than 3hrs doing follow-ups regarding my personal loan and nobody has contacted me despite this being on record that my query has been escalated x2 for urgent assistance. As these recordings are on record it can be verified and because of the lack of service I have incurred further interest on a settlement. Today again another promise with no call back from my bank. Is this how clients are treated and their business appreciated.