Urgent Complaint Regarding Poor Customer Service and Lack of Response

I am deeply frustrated and disappointed by the lack of communication and support I have received regarding an ongoing request. Despite multiple attempts to resolve the matter, I have been left with no clear answers, and the situation continues to deteriorate.

On 23rd December 2024, I initially submitted a request for a split profile. I was informed that a new email address would be required, and despite being told that we only had two available email addresses, I followed up accordingly. I even asked our IT department to create a new email address, and I resubmitted the required documents on 7th January 2025. However, despite my repeated follow-ups, I have yet to receive any response from Bonisiwe.

Over the course of several phone calls and emails, I have been promised callbacks that never materialize. Every time I reach out, I am told that I will receive a call back either that same day or the next, but this promise has yet to be fulfilled. The most recent call I made this morning also resulted in the same empty promise of a callback "just now," yet there has been no follow-up.

It is especially concerning that there appears to be no clear complaints department or escalation process. The only person who has made any effort to assist me is Sithembiso, and I greatly appreciate his help. However, the lack of response and action from others, particularly Bonisiwe, is completely unacceptable.

I would appreciate any assistance or guidance on how to escalate this issue effectively. Thank you.