Worst service ever!!!!

We logged a ***** case on the 01.10.2018 - we were advised that a case officer would contact us within 48 hours, and that we should get a affidavit in the mean time. Did that, went to the FNB Branch, they called the ***** line again and they advised we should wait for the case officer to contact us and then we can send the affidavit. Two weeks later - after many calls we only had a case officer assigned. Nothing has happened since then. Takes days to respond to our emails, never answers her phone and every single time she needs something else. We sent the affidavit through weeks ago, now she needs something else on it. We were never told to get a case number from the police station, had to go back after weeks and get it. This is getting beyond ridiculous and I actually cannot understand and believe the beyond bad service we have received. Numerous phone calls, emails etc. And just nothing.