Bad customer service

Hi, we join the stokvel club in October 2018 to date we have not been assisted instead when we visit Nedbank in Chris Hani we receive bad attitude from the staff everytime they promise to call us back and they dont, since last year we have been visiting chris hani as we have an account with them and this delay has coused us aq lot because we have lost a memeber that was on the group and the family is fighting us as they know that that she was a stokvel memeber. Eeverytime we call this number *** they will tell us they have the forms and they will be updated but nothing is happening because nothing has been debeted from our account. Its about 27 meembers we submitted names for under this account number ***. This is taking long that is cousing problems amongst members plsease help. We again went to the bank today no help a lady by the name Lebo Mo***eng just told us to make a call to stokvel after we have been sitting on que for long. We manage to talk to witty who also has got no clue why is that account not actioned.