Lack of communication. Customer service

Was retrenched from work. App**** for the balance protection plan on the 31st October.. applications supposed to take 7 days to be approved. No feedback from Nedbank.followed up on the 8th Nov.. i was told they couldn't get hold of employer.. I emailed them contact details. Still no feedback. I called again on the 17th Nov..my application is still saying cannot get hold of employer. Agent I spoke to said he will get the person who is handling my application to call me. Still no phonecall. Candice or Charlene..why should I have to keep on following up. Customer service is terrible just because of poor communication.