No feedback as promised

On the 1st of July I placed a query (Call ref ***) and the advisor said I should call back in 5 days to hear the outcome. When pointing out that it was unprofessional of her to expect me to call them back, she just insisted that that was the way it was done. So after a week I called back (unfortunately I don't have the reference number for that call) and this time a different advisor promised that he would call me back in 3 days time with an outcome. I never heard back from him though. 2 Days ago I called again and spoke to Thando (he gave me my own account number as reference number