Nedbank not addressing queries

It is clear that as an individual there is no way a large financial institution like Nedbank willl take the time of day to assist me in resolving an issue. I received my latest bond statement and noticed that something was not right. I called in and was transferred from department to department without assistance - i finally hung up out of frustration and opted to phone the next day. Which i did....same thing - department to department. Again - the call was ended without being assisted. I then found a customer complaints e-mail address. I typed out my query / complaint and a day or o later received a response. It is clear that the reader read one line of my complaint and responded to that. I was advised that the necessary department reviewed my query - this is the state of the account - nothing more to do and they are closing my query. Not being happy with the response i responded to this mail - making it clear that the response received was not what my query was and that my query in deed was very valid, i even attached supporting docs. Again a response was received and again I was brushed off - stating that they have responded to my query and that no further action on this will be taken. Now - my query was not responded to in a proper matter as no-one even provided feedback on my ACTUAL query - just feedback on their assumptions of what my query is.....It is rather frustrating that none of the channels available to the consumer to use to address issues resulted in a positive outcome. I take it my query will go unresolved