SHOCKING SERVICE FROM ABSA!!!

Our incident occured on the 30th September 2015 and we have been having an absolute uphill battle with ABSA bank and more so Tshepo Monkhe as after my first complaint i was assured by himself that he will assist me and that i should not contact or correspond with anyone else as he will resolve my claim. To date now 16 DAYS LATER my repairs are still NOT complete. I have made numerous calls along with emails and i have even asked on mail to speak to a more senior person or HOD as i was getting no joy and delayed / no feedback from Tshepo. I have NOT received anyone call or mail me since asking for this from last Friday 9/10/15. Does Tshepo feel because he is the HOC of claims that this gives him the wright to IGNORE my request and just treat us like we mean nothing. I called yesterday 15/10/15 AGAIN to speak to Tshepo and conveniently he was not available so i left ANOTHER message for him to contact me which he has NOT done once again. This is not fair on us as clients of Absa to be treated in this manner. Other banks will not do this to their clients. Is this how Absa bank operates. Can ANYONE SENIOR ASSIST PLEASE? My claim number is *** .