No Service

we went to Absa bank Germiston to open an account for our church 12/01/2018 it is now 3 weeks later and no account yet. I phone our banker then he tells us he send the documents to head office, and the don't have phones so he cant phone them. I don't receive feedback on emails to him , no calls are returned. I understand it takes time but 3 weeks. and also why are we going to pay for a private banker but I cant get hold of him / or service out of him and head office