poor service

nedbank has very poor customer service.went to nedbank pine town with a query.i was told to phone debt review department which i did.from that department i was given a number for the legal department ***.i asked if i could use the phone from the branch i was told no can do.i get home and phone and no answer for 30 minutes even the nedbank call center cannot contact them.is this the kind of customer service we can expect from a well renowned bank ?