Bad customer service, false promises

I called Nedbank call centre on the 13th of January 2025 to query about my home loan, I was given a ref number and was told that a sales consultant will call me within 48 hours. After 72 hours of not getting a call, I called again and I was told that the first number my query was not escalated, but this one will be escalated and I will receive a call within 4/5 hours and given ANOTHER ref number, but it's now 4 days and I haven't received even a single call! The 2 reference numbers are *** and ***