Poor customer service

No happy with service. Can't phone the accounts department for Edgars. Number not working. Send my husbands retrenchment paperwork in a month go at the Westgate branch. I have spoken to Mpho at Westgate Edgars, she said she will get back to me. I can phone her after 3 weeks after the application was filled in. I have left numerous messages for her to contact me to no avail. When I do get to speak to her, she said all was send she will find out what the delay is and get back to me to, no avail. I need to know if this account has been sorted out as we have insurance on this account sorted out.