BAD CUSTOMER SERVICE

I went to the Standard bank in sandton city on Saturday (18 April 2015) I waited so long in the Money gram queue after the bank had closed I was the last customer only to be told that system isn't responding after waiting over 2 hours, so the consultant said she will phone me on monday I can just leave all my paperwork and she will sort it out for me. I still haven't received any call from the branch, in fact i had to call the customer care line to try and get hold of the branch but no one can get through i kept getting told that lines are busy. So the one consultant sent a message for me and I was told that they will call me back