Poor customer service

I have registered a claim for the Gate and Garage motors on the 07/12 under claim reference number: ***. To date I am told that I should wait for response from the service provider appointed, who has failed to return my calls. Why must we always be at the mercy of Service providers whilst we pay for the service. This totally unacceptable and Absa should treat their customers with dignity and show some Africanacity. I want this matter resolved ASAP, companies are closing for the festive season.