Complaints department and manager don't care even when you have a formal complaint opened with wesbank

It's been two weeks and I've recieced in TOTAL of 3 REPLIES to my formal complaint, and one of those 3 was this week, pathetic nonchalant staff, they don't care, no sense of pride or urgency from complaints staff members, over 2 20min phone calls to get some sort of proper assistance, how is it that a call center agent cares more about the customer and willing to help than a complaints department with a formal complaint laid? Absolutely pathetic numerous emails sent ignored by complaints with my case number, the ombudsman will have fun with this one