No service yet again from Nedbank

Why is it that South African companies and banks alike will only help you if you lodge a complaint I asked Nedbank to do one thing, they say wait 24-48 hours, waited longer then that bad don't hear from them When I email them they say they cannot recall my details so I should call, does Nedbank realise the cost of a call when you wait in excess of 10 minutes in a queue to be assisted, and then transferred between departments Nedbank, online assistance means no need for phone calls or emails or visiting branches