Runaround regarding Access Facility on Bond Account

I app**** for and was approved for the access facility on my bond. I have made additional payments every single month to ensure that I would be able to use this product. Now that I need to utilize the service I have been given the run-around. I have been calling for almost 2 weeks & have still not obtained answers despite holding on for periods of 15 minutes or longer. Last week I went to a branch, sat down with a consultant & obtained a service request number. Since then no one has contacted me with feedback. Yesterday I received an sms saying that the service request was resolved (even though I had not received a call or email). When I called the call centre , I was given a new service request number. The lady advised that she did not know the reason why the initial request was closed without a resolution. I am extremely upset with the service that I have received & I am seriously looking at taking my account elsewhere. No one can provide information & no one contacts the client via telephone or email.