Disappointing false promises to resolve case.

I received a call from a gentleman, Patrick Naicker who is the head of Russells in KZN, enquiring about my complaint. I explained everything to him and he promised to call me back on Saturday, 26/09/2015 to give me an appointment to meet at Bluff Russells. He failed to honour this promise and furthermore failed to contact me on the Monday or Tuesday thereafter. He has all my contact details. I genuinely thought he was interested in putting an end to this saga, because he promised to do so by this week. Unfortunately, I have lost my confidence in Russells and feel like they are not really interested in resolving issues that concern their clients and instead are very defensive of their staff, who they believe are ALWAYS right and above any reprimand. Mr Naicker I am deeply disturbed that you have not stuck to this agreement we had and I now understand why the staff of Russells also have this attitude because they know that you will be there to defend and protect them against any allegation. I'm sorry for putting my faith in you and to be let down. Doesn't Russells ever employ anything with integrity??? I guess not, judging from the treatment I received.