Debit order switch pending

Good Day,

I have requested a debit order switch form on the Nedbank internet site on the 6th of December 2018, to date I'm still waiting for someone to contact me with regards to this. I have called Nedbank 3 times already and all these times I had to hang up as I have waited for over 15 minutes. I wonder if this is a good idea to make Nedbank my primary bank if I'm unable to reach them for assistance. I'm also trying to unlock my profile so that I can transact using internet banking but can't get through their call centre.