Poor customer care service

Tyme bank has been sending me back and forth with regards my paid up later, yesterday I phoned and spoke to Nandi and I asked to log a formal complaint I was made to hold and my call was cancelled, I had spoken to kobie jacobs with regards my paid letter she made a document request but nothing came through I had waited for weeks she did try to make a follow up on my emails with no success, I phoned again on the 13th I spoke to a guy who told me they have to write it manually it has been a 3 frustrating weeks of me making calls without any assistance, I would like to take this further, tyme bank who have no regards for their customers,