Pathetic service delivery

During the course of June/July , I had my policy reviewed whereby I added another vehicle to my existing policy which was also insured by absa at the time. I was debited an amount of more than the premium quoted and couldn't understand why there was a prorata charge . I been receiving emails since the 17th August together with an SMS notifying me of my premium increase effective October . I called absa idirect to query, and after speaking to the lady who answered my call, she transferred me to the respective department. I held on for over 20 mins and the was returned to the very same lady and to be told that she would get someone to contact me withing 48 hours. Now , I have used my personal airtime and held on and still had to wait for another 48 hours, which never materialized. I waited for a day less than a week and called the complaints line on 24th August and logged a complaint of which the SLA is 48 hours. I only received an email from Areff Rugan to say that he is the case manager for my case. I then sent him an email obln the 26th and there was an out of office auto reply. I received an email on Monday morning from Areff saying he will follow up with the admin team immediately. A day later I'm still awaiting feedback. I called actionline again today and was told that a request to call me from the case manager .

Why should I be following up on the complaint. I don't think that customer service is an important factor of the absa's values. I will be moving my entire portfolio, together with my spouse and kids accounts