Nedbank call in service sucks

My elderly parents have been waiting for a policy payout which has taken longer than promised. My mom was put through to 5 different consultants and had to explain the same thing over and over. The 5th person put the phone down on her when she wanted to give him her contact number due to her airtime running low. When she called back she went through the whole story again this time supplying her number early in the conversation. Her airtime eventually ran out and to no surprise NO CALLBACK. I can’t see how a banking institution cannot pull up a policy status just by a policy or reference number. I work for a leading electronics brand and when we get callback requests via our call centre we are able to pull up the customers details and job status before calling them which is strictly within an hour ETA. Really pathetic that you can’t show the same professional courtesy to pensioners or even other clients Nedbank!