Very poor service

i surrender my car on April early last month and for the whole month i didn't get any inform when is my car going on Auction up until i phoned and i was told i will get an update after some few days i got an SMS telling me my car will be placed on public auction on the 22nd May attended to by Aucor and after that date i didn't get any update and today is the 28th nothing came to my attention and when i phone after 16h30 they are closed .why type of bank doesn't have 24hour help line..