Bad customer service

A week back I went to Africa Bank at Westgate Branch to lodge a complaint about my funeral policy they haven't been deducting for two months now. When I got to the branch the lady who was assisting me looked bored and tired her service was very poor, unfortunately I didn't get her name as I was disappointed that I couldn't get any help. She just told me to sms a certain number they will call me within few minutes ato lodge my complaint and I did that. Till this day they haven't got back to and this month its going to be my third month and my policy will elapse..