Poorest customer service experience ever

I am very disappointed by the service at the finance department, om the 3rd of November I opened a layby account online, made a deposit and forwarded that with my ID copy as required, up to today, I have not received any response from them, when I called head office in the following week I was given the finance department contact number, that lime never gets answered, no one bothers to return to you evem if ypu leave your details.