Appalling service.

I have had an account with Nedbank for 16 years.. Trying to get feedback on a query for the past week has been a daunting task contacting the contact centre is a nightmare. You are directed to incorrect departments and when you eventually speak to a Teamleader you have to explain yourself 7 times and still not get any first call resolution. Today after being promised multiple times of a call back still the query is not resolved. You can't request speaking to a senior because everyone is either on training or in meeting and don't call you back. I have made over 20 calls to Nedbank and still my query is not resolved. As I am typing this I am still at the Contact Centre waiting to be transferred and been holding on the line for 15 minutes.