Poor client service

These is to inform on the poor client service offered by Ricky Smouse at Nedbank Newton Johannesburg, I have made a claim 6 weeks back , submitted all the required relevant documents . He told me it will take not more than 4 weeks , we on the 7th week I always call nedbank have to hold more than 10min hence am being told his busy on the line with another client, just wondering other client are very lucky to get hold of him while I have never, I am always told to leave my details since he will get back to me , he never even ones,no can help me since he is the only person who deals with these kinds of claim, since I have asked if I cant be transferred to someone who can gladly help, Im ****ed off , with these nedbank Bank and these guy , he is very unprofessional,