Bad Service

I have been using African Bank for a while now and always get a quick response when applying for any product. Recently I have been disappointed with the service received or lack thereof. I used the app to apply for a loan/credit card increase. Everything was approved and the only outstanding issue was a consultant to call and finalize the application. I then called the head office and spoke a guy I think name was Karabo and the surname was Lerimi not sure of spellings. During verification he then told me that he was going to send a link/pass code where I'll have to press one. I was unable to get such during the phone call. He then suggested that I must cut the call so I can receive it and he'll call immediately after I accept. I then accepted a call came through and got cut off. I waited for a while for someone to call but nobody. I then contacted head office again after few minutes. I explained to the consultant that someone else was already assisting and I was told that I cannot be transferred and the new person will have to start the process. During the conversation he also told me the same thing about dropping the call and him calling back but he didn't. It's now over 7 days and nobody called