No empathy for clients

I went to open business account on the 30th of June with my partner at the highland mews center klipfontein witbank branch. We were assisted by Pholile received great service however my I lost my phone while I was there, upon the realization I immediately went to the branch, she told me they will look into the camera footage the next day. I accepted that the camera only downloads the info so I left. The next morning I went in the branch they haven't checked yet still busy with other things so I left she called around 10am telling me according to the footage I left with my phone when I went to make a deposit outside, so I asked if someone can prove that she immediately referred me to footage custodian but I decided to speak to the manager Privana and she promised to get back to me later that day( Friday), but she didn't and I went back on Monday she was on a virtual meeting again promised to get back but she never did till now I am still waiting for a call. I am so disappointed for not having any sense of urgency, she didn't put herself in my shoes she doesn't care and I don't trust them anymore imagine the 1st impression..