No Service Ethics from a Top Notch Bank ( So they Say)

Took a personal loan with this bank with an insurance, all was great until covid affected all of us, My wife and I were both retrenched. Went to Festival Mall branch in Kempton Park, filled out the insurance forms handed it to them with other documents required. We are still awaiting for a response from 2020. Followed up by making numerous calls, the answer was "somebody will get back to us". But never did. In April 2021 the documents were requested again, we emailed to a lady by the name of Alison. No changes, continued to call numerous times still no response from Alison. On 13th September 2022, we managed to get hold of Alison who requested we send her the documents again and promised to get back to us on that Friday the 16th SEP 2022, For proof of telecommunications with us, the bank can refer to Call log Recordings. We waited until yesterday 24October 2022, we found an unsigned summons in the post box, no envelop but just like that shoved in the post box. Really, is it that bad these days as to how they deliver these confidential documents. This bank is providing a service.. "What"...Poor customer care support. I don't recommend this bank to anybody. They will treat millionaires like gold and the unemployed like *********...We are still unemployed.