A big Bank like this and dont even get back to you

So...I have my Bond with Standard Bank ...and also I had dual Structural insurance ..I then phoned to inform them that I have dual insurance .They then told me NO PROBLEM ....I must just wait it will be sorted...I asked how does it work and all that ...on various occasions . Call Centre agents informed me that if I have paid for 5 years then they will do the same...but I don't need to worry somebody will contact me back....and this was told to me some time ago and still nobody contacted me ...This is unprofessional ....this is not the way a big business must handle their customer...make promises and don't keep it....where is the Honesty in this company...No way...