Pathetic Service by African Bank's call centre

I am so disgusted at the poor service that I have received from African Bank call centre staff. I have been calling the bank to make a payment arrangements since November and the issue is still not resolved.

I am an ex employee, left the bank 2 years ago but I'm still listed as staff and some of their departments are unable to access my profile. I have been calling in , trying to get this matter sorted but I have received pathetic customer service, some of the consultants putting me on hold for 20 to 30 minutes. African Bank consultants have this ugly culture of passing the responsibility and in the end I'm being inconvenienced. I have made calls during working hours, sacrificed my lunch hour in trying to get this matter sorted but without any joy. Some of the consultants had promised to call me back but nothing. I logged a query/complaint and I was given a turnaround time of 7 days , that too came and went by without anyone from African Bank calling.

I called in after 12 days , still I was sent from pillar to post. Eventually I spoke to a lady(Zelda) from African Bank complaints department and she promised to resolve the issue. I called to do a follow up on her promise, all I'm getting is that the issue has been escalated to the collections department and that Zelda will contact me when she gets feedback from that department. I don't like how I'm being treated by African Bank staff, no one is taking responsibility and they make me feel small. Maybe it's because I'm calling in to make a payment arrangement, some of the consultants has made me feel small by saying that I'm responsible for the arrears and some left me hanging. This matter has really inconvenienced me and African Bank is not dealing with this query. I have been promised a callback on a few occasions but nothing. There's no communication at all. This level of service is really pathetic