Key board bullies

I am deeply dissatisfied with the service at standard bank legal department. I called 2 days in a row no help till today all the call operators seemed to be helpfull but honestly I have been let down a team leader was supposed to call me back with a way forward it's 24 hours still no call. 2 of the operators who are handling my case one is on leave the other doesn't answer her phone what is going on time wasted with holding periods of each call of 30 mins all I need is a settlement letter to tell me how much I owe.im really not enjoying my experience with standard bank feel like they are keyboard bullies and don't keep to their word