Bad service from finance and call center

ABSA direct service is horrible, whenever you call to follow up on claims or queries you are on hold for a minimum of 20 minutes. and this has been going on for a while now and you can't tell me they have huge volumes of calls everyday

I queried for a refund of which I was told it will take 3-5 working days, it's been two and half weeks and still waiting for my refund. when I follow up, I am given the same answer over and over again of 3-5 working days. 3-5. ABSA has these "nice" procedures that they cannot even follow