Bad service

The service I am currently receiving from African back is minimal to none. I have opened a query with regards to two different settlement amounts I have received on my personal loan. My query message said it would take 48hours.that time has passed. I have called African Bank over 6 times on day to get feedback. The agents either cannot access my ID or drop the phone on me. This service is terrible. I need some one to resolve my query ASAP