An angry customer

Yesterday I went to nedbank branch they couldn't assist me because they can't trace the account the consultant promised to call back with a feedback she didn't even bother to call me, I then called the call center she said she is still busy with the matter the system is slow she will call me before the end of the day, she also fail to call, and again I called the call she also promised to call me with a feedback she also failed to call me with feedback, Is nedbank hiring a dishonest people who don't care about service, I'm trying to be good citizen by paying my debts but if need back can't assist me with an simple matter how I'm I going to trust that I'm paying a right account, my crime here is just miss placing a slip to proof that I paid the account but nedbank cant trace the slip because I paid at the atm, I don't if I should pay this account, and this is not the first time they lie to me regarding this account or is it a crime to do the right thing in south africa.