Terrible service from Absa

Terrible service from Absa, i emailed them twice with no response. I went to the branch in Vincent east london, i was told she would get back to me the same day and a week later, still nothing. I even emailed to ask for feedback, still no response. I have been banking with them for 23 years, and never experience service like this from them... Now i understand why, so many people are moving away from Absa