Bad service - call centre

I have been trying to obtain a settlement amount on my Direct axis personal loan since the 30/01 - I have sent 3 e-mails and phoned twice (each time waiting in the queue for almost 20min) The IVR then gives me an option to find out more about e-mailing my query which I then did, but it is now more than a week later and I still have not been contacted or an attempt made to resolve my query - Nee man, dis regtig slegte diens!