Ignored Service Complaints

I recently called Nedbank to try and organise a credit card replacement card and to check how much I owe. I was put on hold on more than one occasion on the phone, last week. Eventually, I got no assistance. I later tried to make a formal complaint through their website but that didn't help either. I only got one missed call and one email to acknowledge my complaint and that was the end of it!!!! What on earth is that? But clearly, poor customer service is part of Nedbank culture.