They never call back as promised

I called the building loan department yesterday morning,unfortunately and regretfully didn't take the name of the lady that answered. She said they had a meeting,took my details and said she'll call me back up till now nothing. I called again about 2 hours ago again I didn't take the ladies name I asked her to call me back as I didn't have enough airtime,she took my number and account number and didn't bother to call me back. I'm really disappointed at the level of service one is receiving from Nedbank. Clearly they don't want to help people, not even doing they jobs. Unacceptable and bad customer service