Pathetic service

I logged a query on Thursday 5th March. I was notified that I would receive a call within 48hrs. This never happened. I called wanting to follow up as I had the reference number. I was holding on for 37 minutes then I dropped the call. 4 Days later at 09:57 I however received a call and the agent said that she unfortunately could not assist me but she would transfer me through to the relevant department (collections). She did this, I was holding for 9mins then got through to another gentleman who then advised that I’ve been transferred to the personal loans dept. and he cannot assist and he transferred me to the credit card division which there was still no answer after holding another 25 mins. I then posted to FB and RB Jacobs chatted to me via messenger and reassured me that someone will contact me. Someone did contact me on around 13 March but yet again could not assist and said they will have a person from the relevant dept contact me which never happened. I have been messaging RB Jacobs every week and even though this gets "escalated" I have not had my query attended to. I messaged RB Jacobs this morning again (26 May) to notify I have still not been assisted and was told that there's been a a request for urgent feedback but i highly doubt that i will get any assistance.