Bad customer service experiance

I have had a really bad experience as a loyal customer of standardbank. I do not have the time to sit on the phone for hours at a time to speak to a consultant and when I do ask to be called back when im first in line no1 calls me back. Its so frustrating when I did everything I was meant to do and now have the ***** investigation suspended which was sent with a sms and not a consultant who could answer my questions then and there as the sms does not explain just says the reason.