Terrible Customer Service

I am extremely frustrated at the service i am receiving from Capitec Bank. I lodged a query with you guys on the 25th January 2022 and was advised said query would be resolved within 7 days. I was clear that my number they have on file was no longer in service and provided a new number to be called on. On the 29th January 2022 I received an email that multiple calls had been made to me and i was unreachable and now the request was closed. I called back on the same day, was advised they could see the note regarding the new number and would escalate this to the supervisor of the Visa/Mastercard department for me to be called. No call came. On the 31st January 2022, I made contact again, and was advised the query will be escalated to the Team Leader and i requested to be called before 3pm with information. Again, after being reassured, no call came through. This morning again, I called in trying to find resolution and was told I would need to wait for the new query opened on the 29th to be attended to. I have worked in Customer Service for quite a few years and have never given my clients the run around or told them to WAIT when the fault was not on their side. I am extremely upset at this point and would like resolution to this query today.