Terrible Service ebucks

Terrible experience with ebucks. I have been struggling with resolving an ebucks ,"My Family" profile for over a month now being sent from pillar to post and to the branch for verification which I did ,however it did not seem to yield any positive results.

The agent (Khanyisile) has further failed to provide me with reasons as to why this matter is not being resolved she further failed to provide timeous communication or updates. I have spent a lot of money towards airtime trying to get hold of her ,left 100 messages to her colleagues for her to contact me back with an update - which she further failed to provide me with. The turnaround time for this query was said to be 3-5 business days, it's been over a month now and I still await ? My query reference is ***Q