BAD SERVICE

My experience with the bank is terrible. I have logged a request for Holiday payment with the back, sent all the necessary documents on the 15th March 23 and I have not received any form of acknowledgement of the email through a consultant. I call last week to follow up and i was advised that the I will get the call on the 30th Mar 2023. I have not received any call till now I even called on the 30th and was told that the request is sitting with one of the consultants and they will call me. I have not received any call. Am I the only one experiencing the bad services.