No callback from Standard Bank Card Division!

I contacted Standard Card call center on 5/11/19 to arrange for an amount charged straight to be converted to 6 mths budget. Reason was at time of my purchase at Torga Optical on 28/10/19, their machine would not give me the option of Budget. I had to hold for over 8 mins as the call center agent needed to consult with her supervisor. After holding on, she came back to me and said she would call be back as her supervisor was not available. She did not call back! On 7/11/19 I completed a complaint email submission on the Bank website rather than going thru the whole call process again. I have not yet been contacted! Not what I would have expected from a high profile Bank!