WHY HAVE A COMPLAINTS DEPARTMENT

I had email the complaints department with regards to a home loans on a trust account. I was informed that they could not discuss it with me as I as my details was not on the trust account. I then asked if my mom could be called after 18:00 when I was home because I handled all her business matters and I was given their business hours. Yesterday my mom called to the call centre and it was agreed that a manager would call me back. At 12:30 she called back and spoke to Mbali who said that Joseph was busy and she would get him to call her back. At 15:40 she called back and spoke to Mbali again who gave her a managers name of Elvis and said he would call her. To date no one has called her. Last night after 4 calls a team leader innocent called my mom. She said that a manager will call her today and yet still no call. The last agent that I spoke to before speaking to a team leader said that there was no team leader on duty but the other three never mentioned that. so who is lying to who. Also when I visit the century city branch I receive the best service ever but when visiting the Mitchells Plain promenade branch one receives the worst service ever