Poor customer service from Nedbank Card ***** cases

I logged a ***** case on my card on 5 November 2024. Nedbank told me that it takes about 6-9 weeks. This time has passed and I did not get any feedback. I tried calling them for over two weeks but I never get through on the number given to me to follow up on existing ***** cases. I called the normal Toll free number this morning 6 February 2025 and the consultant told me that it take about 15 minutes to pick up. This is not the case. Everytime I've called I held on for over 15 mins. I held on to 25 mins each time and then the line disconnects. This is totally unacceptable. I work and I cannot afford to spend more time on trying to get through. In all my years being with this bank I'm deeply disappointed at the poor customer service. This is the two reference numbers I have ***. Please sort this out asap.