Bad service from call centre

I recently wrote a positive review about Nedbank because they were able to deal with a concern of mine satisfactorily. Two days ago I noticed a problem on the money app and called in. I received a ref number and the person was going to call me back. Nothing happened. This morning I called again and gave the ref number but apparently the previous person did not make notes! I had to explain everything again. I was told to hold on because he will speak to the money app people again and he disappeared. No notes were made when I called back. This is totally ridiculous and unacceptable service. I still have the concern because noone is willing to assist.