Appalling Service

I’m at my wits end with this bank. I can no longer rely on their emails nor the customer complaints department and private bank consultants. After being passed from pillar to post I was misled into thinking that a stop order had been loaded from my cheque to my credit card since my credit card couldn’t be linked. Today I enquire again because I have no sense of what is happening on my account since I don’t have access to the credit card that is blocked even on my banking app. I was assured via calls and emails (I have all the emails stating that a stop order would be loaded). I have now found out that I have missed two months worth of installments thinking the payments were going off through the stop order when this was not happening. I now have to hustle and go to a branch to have the stop order done when I was assured in writing this was done. For a private banking customer paying hefty fees this is not the treatment I expect from such a “prestigious bank”. I’m disgusted and will be moving everything to another bank that knows how to look after and treat their customers. My reference was ***9 and I even responded to the emails that assured me a stop order would be loaded. I have all the said emails dating to 27/11/20.