Battling to get a collateral letter for bond from Alexander Forbes

I have been calling for two weeks now trying to get to a division that can help me with a collateral letter for my bond application. All I seem to get is a computer voice that keeps you on the line for ages, as if that was enough, I was given the option to request for a call back if I did not want to wait any further which I took since I was on hold for 30 minutes. Was promised to get a call back within 12 hours, we are now two weeks in and no call has been made. I have called for 8 days straight with the same outcome, have sent numerous email address with hope that one would get back to me but still nothing! This is beyond bad service for such a big financial company. If we can’t trust you to keep your word, why should we trust you to keep our money? Utterly disappointed in Alexander Forbes