Agents that tell lies

I got the worst service from Sibusiso Mgwenya, I have been trying to call him the whole day, I called him 3times before he picked up and told me he will call me back in two hours, That was around 10am. Its now 3pm I called him again he didn't answer. Does Old Mutual not train their agents on business ethics? Is it time to look at other options? Is this the type of service to expect from Old Mutual Nelspruit Nedbank building? How do we resolve this issue?