Exceptionally bad service - A missed opportunity of a new clients

Worst service from a banking institute, I have a matter pending since December 2024, to date no response nothing whatsoever. How to you honestly believe they you will get and retain new clients. I have to branches and getting exceptionally poor service because people just open their laptops and give you feedback that they see , same as the contact centre. Does your managers not have KPI’s of resolving matters in a certain timeline, I don’t understand how a managers sits with open matters, receives multiple enquiries about the same matters from different people and still folds their arms and awaits a banker that is on leave to come back, and the Dudu Twala has done all on her part, do you guys not have a workflow.