Bad customer service

It is inconceivable that a simple request to Standard Bank home loans to retain the bond payments to pre interest rates reduction has been met with incompetence and bad service. I tried calling them and i was transferred from one department to the next to the extend that i eventually lost hope and dropped the phone. i then tried calling again the number on their website, guess what, the phone was not being answered. Then i send them an email more than a month ago, yes you are correct in your thinking, THE MATTER REMAINS UNRESOLVED!!!!Can you imagine, if i had to apply for debt review, it would have been a disaster because they would have done absolutely nothing with my application as is evident from their customer service relating to my current matter. It was especially concerning for such a big and reputable organisation to be so arrogant and aloof in this difficult time.