FNB student loans call back

So how do you offer a call back service with a 3 day turn around time. When you call to find out why you were not called, the consultant advise that she will escalate the matter to the student loans department who will call you back within a further 3 - 5 days. So now a 3 day call back becomes a 6 to 8 day call back. Well done to the most innovative bank.