Runaround Regarding the Access Facility on Bond Account

I app**** for & was approved fro the access facility on my bond. Now that I need to utilise the service I have been given the run-around. I have been calling them since last week & have still not obtained answers despite holding on for periods of 15 minutes or longer. Last week I went to a branch , sat down with the consultant & obtained a service request number. Since then no one has contacted me with feedback. Today I received an sms saying the service request is resolved. When I call the call centre, I am now given a new service request number. The lady advised she does not know the reason why the initial request was closed without a resolution. I am extremely upset with the service I have received. No one can provide information & no one contacts the client via telephone or email.