Dreadful and appalling service from Nedbank

We have been trying to finalise the closure of a bond account and secure a refund for more than a month now. Despite numerous calls to the call Centre and follow up emails we haven't made any progress. Every call is answered with "We are going escalate the query". Escalate with whom and where is a mystery. We are promised call backs which never occurred. We are told we do not answer calls. We are supposed to be on standby 24/7 to answer the telephone. The *********** Nedbank service agents apparently do not communicate via email. They can place us on notice for information required but they do not comply with the time frames given by them to resolve queries. Today we were again told that we will receive a call from a specialist. When the lady called she said she was not a specialist and we were again told that we will receive a call tomorrow regarding this matter. At this point the service is appalling and it amounts to NO SERVICE.