No feedback still

This bank does not communicate with it's clients. You log a query or complaint they just make false promises that they will check and update you on your query but nothing after that. I lodged a service request and I still haven't received feedback. I am just wondering why would I continue having a relationship with a financial institution that cannot give me answers on just one simple thing. Regardless of the account you hold whether it's R5/month or R500/month clients should be treated fairly and be given all the info they need upon request. I just needed confirmation that the car rental company did refund my deposit, now I don't know which is which because a big bank like this cannot trace that as well. It is just a let down from both the bank and the rental company which I have used quiet a number of times.