Disappointing service

Oh! what a horrible service from this company. Since 2013 I've been having issues regarding the shares my mother has at Afrox, I've been sending emails at their customer service and HR department at least to get someone who can help with the issues my mom has but to date no one is assisting, instead I have pile of reference numbers. Such a big company with no one assist a query no they better close a shop, have no faith anymore that I'll ever have this issue resolve.