Secure chat and customer care - no response

The company (not branch banking) is hopeless when it comes to keeping their promises. They boldly advertise that they will respond to a query within 24 to 48 hours, and on their website, make a promise to provide a date on which they will provide feedback. Their golden rules are not so golden, and the customer care department...what a joke. Chad Cornelson...still waiting for you to provide feedback. They would not provide 'higher management'contact details. I would have no problem escalating the undesirable customer service to Jacques Celliers. His email address is available on the internet...but the customer care/scare department has a policy to not provide details of their so called management. I think its a tactic to avoid the public. I know that Chad escalated to Jash Govender, who is one of the Team Leaders in the Consumer Recovery department. They would not provide details, so i messaged her on LinkedIn, but even there, there is not even an acknowledgement. Today i received my first callback...not after 24 to 48 hours...but after 7 days. It is sickening to the core, how appalling the service is. You can mail the Customer care department at ***, you can mail ***, all they do is send an automated response, lying about getting back to you in 24-48 hours. Then, when a hellopeter message is logged, they call it a high priority case, but nobody calls. How do they manage to call it high priority then? One of the ***** at customer care (when i phoned to follow up) even told me that the response time is the same for high priority as normal cases. It would be great if the Customer care would respond after a day or 2, or if the Secure chat managers - Kele, Ayanda, Reginald, Natalia, Celeste, would be brave enough to pick up the phone and respond to a high priority case. So far i have spoken to Leoma, Kaylene, Roxienne, Dzunisani, Carol, Samantha, Bongiwe, and Lungile at Secure Chat. The team, including managers, may require training in customer service, especially since they are working (or supposed to be) with customers.