HAPPY XULU - Poor customer service

Good Morning. I moved to an Absa Platinum account over a year ago. At the onset there was several delays in upgrading my account because Happy Xulu was too busy or never available. There was even a mess up with my cards when I received them and had to go to the bank 3 times to rectify. I have emailed her for assistance a few times and have always received delayed responses. I have even resorted to emailing on the general Absa Platinum banking email because I was ignored. Most recently on 27 January I emailed Happy requesting a letter confirming my bank details. She advised that she would scan it to me but to date, 9 days later and despite 2 follow up's she has not bothered to forward the letter. What is the point of paying for Platinum banking if the service is of such poor quality? Perhaps I should be looking at a moving my account?