Dissatisfied customer

As a client of Nedbank for the past 20 odd years this is the first time I have received bad service from them. I cannot get the Green Backs department to reply to my query as to why my points are not being released to me as was in the past. I have been waiting since the 11th February to settle this matter and have made four phonecalls and two trips to my branch to no avail. VERY BAD SERVICE.