Appalling Service!

I have been trying to use the APP for the past month in order to transact on my Mother's behalf. I am still unable to. My complaint was lodged 2 weeks ago! A week ago I was called by Phindile Nzimande who said she was dealing with it. She undertook to have me transfered to another branch. I heard nothing further. Today I call her, she says she hasn't got any feedback. Line was very bad, so she asked if she can all me back. She phoned about 20 minutes later. I asked her to call me on my landline. She said it may take a few minutes as she needs to follow up with the individual dealing with the APP. I said the service is appalling and that should have already been done. Clearly she's done nothing. She hasn't called back yet. Once my mother is in the home I am unable to do this, if it's not sorted. She moves in tomorrow - is there any other way I can have this escalated and attended to in order to get this sorted today still?