No Service From ABSA Private Bank

The service from ABSA has been shocking. If this is the service a private bank client gets, then it must be time to move. I called the private bank line over a week ago to arrange travel insurance. The lady said that she would send me an email with all of the details to ensure that I was covered. Nothing happened. I then sent an email to the private bank complaints line, received a reply stating that a private assist consultant would attend to the complain and still nothing.