Poor Service/ Lack of Customer Service

Got our home loan with ABSA for the past 11 years, logged a claim with them last week Tuesday, followed up with them this past Friday only to find out that the claim was not logged completely. I am still awaiting for the Service Provider to provide their service. They firstly claim they have a backlog but now do not seem to take my calls to provide feedback. No follow up from ABSA to ascertain if I was assisted, just taken for granted. What is the point of being with a Bank that takes customers for granted?