No response on queries

As an Absa private bank client they tell you of all the benefits in the account and how valuable you are yet they never respond to any queries. I requested travel insurance information almost a month back, I also requested a stop payment on an ATM transaction overseas which did not disburse cash and yet reflected on my statement as pending, and again, no response after repeated emails. I don't feel valued as they promise. After saving all my airport lounge access passes for a December holiday with my family, they change the supplier who has no lounge at the required destination. Again, I queried how this new provider is better, and again, no response for a month. Is anyone working at ABSA?