Poor work ethic

I made a complaint. The consultant called me and I told them to hold on. A couple of seconds later,they hang up! They send me an email and I respond with appropriate time to call me back. Three days later and still no response!!!! Yet their consultants keep calling me and send SMSs as if I don't know my situation. What poor service is this from the so called best bank in South Africa???? My reference is ***. They say they tried calling but did not. She sends and email which I responded too and she can't even respond to it.. Pathetic from Stephanie James