Empty promises, terrible service, long turnaround times

It is honestly a nightmare calling your call centre. Your agents either disconnect the call immediately or transfer you from pillar to post. I lodged a telephonic complaint on the 7th and I was informed that it would be escalated to the complaints department and they will contact me. I asked them how long would it be until they call me, they said 48 hours. It has been more than that and I have still not received a call. You take forever to reply to queries submitted online, your social media pages are not managed properly as you also don't reply there. This is pathetic service. Please note that I will be escalating this to the Ombudsman for Banking Services should I not be contacted within the next two working days by a SENIOR MANAGER.