NO WILL and Upgrade on Account

My account was due for an upgrade & I called them “Nedbank” to do the upgrade. They promised to get back to me after 3 working days and they never did. I called them last week to follow up and they couldn’t track who I was speaking to and they did the application again and said they will get back to me. After another week, no-one is getting back to me, no-one is saying anything. I also wanted to do a WILL and I was given an email address to send to, I sent an email and no response. I went to their branch “Randfontein Village Square” about the WILL and they took my details and promised that a financial advisor will call me and arrange a date so I can come do the WILL, no-one is getting back to me