Instructions not followed for change of address

I bank with RMB and for the past year I have tried to change my residential address that has reflected on my bank statements. I have been into the Hyde Park branch of FNB to do so. I have spoken to the FNB customer service by telephone to do so. In sheer frustration I got hold of my private banker at RMB to sort it out and I was eventually told it was under control and had been done. Today when I am in a situation to once again verify my residential address with my bank statement, I see that the address till has not been changed. I called my private banker (who incidentally never bothered to introduce herself to me until I had to find out from my previous private banker that she had taken over my account, when I contacted him) today and she does not know what happened. Surely if she had given instruction to change the address and then told me it had been done, she would check on my account that her instructions had been followed before she informed me that it had been carried out. Is this the kind of *********** service that gets rendered from RMB, a private banking institution that I have to pay a monthly fee of approximately R400.00 as a service fee, for?