pathetic service!!!

Ive spoke to Barbara from Absa Homeloans regarding my arrears on my homeloan account. Im paying every single month but there is a arrear amount which needs to be settled. Barbara advised that a must forward them a payment option on how much a can pay off monthly and they will DEFINITELY come back to me WITHIN the next 3 working days! 12 WORKINGS DAYS LATER I AM STILL WAITING BUT NO RESPONSE OR ANY ANY KIND OF HELP OR SERVICE FROM ASBA's side. IS THIS HOW YOU TREAT YOUR CLIENTS????? PATHETIC SERVICE WILL NEVER WORK WITH ASBA BANK AGAIN. Will definitely take this further!!!!!