turn around time not honored and no follow up phone call as promised

on the 29/01/2018 I went to a standard bank sandton city branch to re call a payment I made by EFT on the 26, I was given a form to fill and advised I will be called with in 5 - 7 working days with feedback on my request, on the 9th business day I went back to make a follow up and I was Told Precious (the consultant who helped me will call me back on that day to advise me how my query / request is today is day 10 and I still haven't had a call from the consultant though I made a follow up. I dont have time to keep going back to branch and their Phone just rings till it disconnects.....alI I need to know is was my request successful or not.