Unacceptable service

I am writing this email on behalf of my mom and dad , who used to bank with FNB for a very long time , they were lured over to ABSA as they were led to believe that ABSA was fantastic for pensioners. BIGGEST mistake they made , I think the only employee who is working there and doing a good jib is George the switchboard operator , my father went in to query why he hadn't received his sms to collect his card (this was a few weeks ago) the lady concerned said she would go and find out , my father waited for about 20 min before he spotted her with a whole lot of other employees in the managers office discussing something totally unrelated to clients ( it was about days off) he could hear the whole conversation , today once again they went in to check if their accounts had been linked , only to be told NO !!!, after 2 months what' was promised to me a smooth transition has turned into an absolute nightmare , it is bad enough at our age , but when you are a pensioner far worse, could someone From SENIOR management please contact them as it appears that when Boswell Wilkie circus closed down , ABSA CLEARWATER took over.