Horrible Service from Nebank

Nedbank service is horrible. I spent 15 minutes on a call trying to resolve an error they claimed they had fix last month. Eventually the operator dropped the call and I had to start the process again. The horrible part is I was using my own airtime during the entire process. When I ask them to call me back, they all claim they can't because they don't have the facilities to do so. So what are the bank charges for then ?. How must we resolve our issues when we in lock down???. So now I must go to the nearest branch and risk Covd19 exposure because Nedbank does not have call back facilities for it's clients ???. Nedbank claims to be an innovative bank but this kind of service shows they are very backwards.