Bad Customer Service

I sent a request to Standard Bank Home loans on the 20th November, I then received an email on the 23rd November with security questions that I had to respond to. I then received another mail from Gillian Magascan indicating that my mail has been sent to the credit department and I should receive a response within 15 - 21 working days. I have since received no communication and decided to call directly and find out, to my surprise the credit department doesn't have my request. This is terrible customer service and I am not happy at all as I decided to give Standard bank a chance after banking with FNB for many years. The reference number is *** and I hope someone will pick it up and call me back.