PATHETIC SERVICE!!!!

I have called Absa several times requesting assistance regarding my current plan that I have with them specifically life, disability and critical illness cover. I require advise as to how to proceed as I would like to increase cover on my existing cover BUT NO ONE can assist me nor are they equipped to answer any questions regarding my existing cover NEVER mind increase which I would like to do. I cant understand how you have a call center but no one is knowledgeable enough to assist?!I am told to email the alterations department because for some reason you NOT ALLOWED to speak to someone in that division. So I do as instructed and ask someone to call me as I would to explain my personalized scenario and what I would like to do but NO ONE Calls me back. They expect me to type out an essay as they not allowed to speak to clieints it seems. So much for client centricity. So I rep**** and explained that I want to explain my stance and they just continue to ignore me no response to date going on for 3 weeks now. WOW absa really is this the service you give your clients!Pathetic to say the least. Can someone urgently call me and someone senior please to assist in resolving this complaint. Lets hope this does not also fall on deaf ears!