Unprofessional conduct at Banking Ombuds office

I initially submitted a complaint to the office of the Ombuds on 11 Dec 2019. They only acknowledged my request on 20 January 2020 (under their ref# ***). My complaint was based on African Bank misleading investment interest rates (as advertised on their website). After sending them several requests for an update on my query, they would only revert with a standard response that they "are still waiting for African Bank to respond". Thus was in response to my e-mail queries of 7Jan, 20 Jan & 13 Feb.. As time is crucial on these matters, I decided to call/phone their offices (***) on 18 Feb, to get a possible update, as they were clearly ignoring my e-mails. I was given another number ( ***) - supposedly that of the consultant, Nqobile, dealing with my case), I got the jmoression that this consultant clearly does not understand her responsibility towards the members of the public, She thinks she is doing the public a favour when she receives queries/complaints for resolution. She was so arrogant when dealing with me; telling me that this query could take up to 4 months to resolve, as we was waiting for African Bank to respond. To cap it all, she hung the phone on my ears. I then decided to call and leave a message for her "manager" on ***. Still waiting for this call. The shocking thing about this matter, is that, no one seems to understand how frustrating it is for the public to literally hit a brick wall when lodging a complaint against local banks. It looks like they can do as they please at our expense? I'm very disappointed in the manner the staff members at the Banking Ombuds dealt with my complaint.