Why does'nt this bank care about my situation???

Weeks of calls and emails - sent from pillar to post - between the Nedbank Insurance, head office, and the customer complaints, no resolution after 1.3 weeks. 350 rand airtime later - still no resolution. Even went into a branch, despite a great consultant, even he had to call in a few times to headoffice - still no resolution. One would think you would get prioritised even after all this time - called the customer complaint person reviewing my situation - never respond, was told they would call me back - waited today for that call back - never happened. I am in total disbelief that a institution of this calibre would put me last and not first. This is the last thing i wanted to do as i am human and know there's humans out there to- i am understanding, but right now totally frustrated - I hope they have someone reviewing this complaint to address my situation. How else can i get a resolution and their attention - i don't know.