Bank failed me so bad

I posted a complain about Capitec Bank a week ago and the complaint manager said they'll contact me and resolve the matter within three days but I have never been contacted ever since. They said the matter was transferred to Zenande Tabata and he/she will be the one to resolve my problem but he/she has not made any effort to try and contact me. I don't understand why Capitec is doing this to me when am their client and I have been the account holder at their bank for more than 15 years.