Bad experience, Bad Service!

I am very disappointed with the service I am received from ABSA idirect, I mean it's been over 7 days since I've lodged a Cell phone claim, no phone call nor email from the consultant that is handling my claim. I received an automated SMS saying " Mbali" is the processor of my claim. Today I called at about 10:20 to do a follow up I spoke to another Agent who promised to send me an email, but no email received, she asked for more information when I expect to hear the outcome of the claim. I've refreshed my emails so many times to see the email she promised to send " nothing" First time claiming and Terrible experience!!! What did I do to deserve such service??? No TCF, I deserve better service.