loan payments

This is now the second time I come back here with my standard bank querie..I was told I would get a response in 48 hours and after the 48 hrs I called again and these people had no idea what I was talking about, I mean talk about not caring for you're customers , I work in a service industry and trust me I know wat customer satisfaction is all about, and the rule number one should be never keep customers waiting , this is when business es start loosing customers because they don't know how to treat them right..while they still do their investigations were do they think I'm getting money to afford my basic needs.?