No customer service

I am trying to speak to a standard bank consultant. I have requested them to call me back 3 times using the call me back number on the website but still now call it has been 2 weeks already.

I called their customer care number and waited +-10min to get through to an agent. Eventually an agent answered and I told him that he must call me back because my airtime was nearly depleted from the wait. He asked me for my number and I put down for him to call me but he never called me back. I have been a standard bank customer for over 20 years, if somebody does not call me back by the end of this week I will have to say good bye.

Worse part of all is that I want them to upgrade my account, but perhaps I should upgrade banks instead.