No customer services or feedback

I have logged a call with Absa complaints department the beginning of August regarding changes they made on a pensioners account where there should be no fees and now they are charging service fees. I have made about 5 follow up calls since then. The managers are always in meetings and are never available to speak to. Every time you phone they put you on hold for 10 - 20 minutes. A month and a half later no feedback no response and no resolution. When you contact customer care the basic response is you need to go in to a branch to resolve any issue.