Nedbank bad service

I logged a ***** case at Nedbank on the 24th of March and i was told that the turn around time is 4-6 weeks up until now i haven't had anything from them i tried to do the follow up each and every time i phone to find out the Agents are telling me that Samantha D is going to call me as from the 25th of April i didn't get any call from her up until now, and what i hate the most is they should've told me from the 1st day if they not going to assist the agent that i spoke to when i was checking if they've received the documents told me no problem ma'am as long you called and report the matter phoning them is totally a waste of time