No contact from personal banker in over 5 months

We had a personal banker Fanisa Hlatshwayo, who offered very poor service to start with, but she did sometimes respond. She left and we received an automated communication on the 2nd of Jan that Nosipho Makhaye was taking over our account. That was the last communication we received from Private Clients. We have in the past 5 months sent emails and called requesting new cards as my cards are worn, but still no response, some vendors are no longer accepting my cards. We even sent a email demanding our fees back! That triggered a call from somebody at PC that said they would get back to us, that was around 2 months ago. I have been to Eastgate branch to order cards and they directed me back to PC as they are not able to help me. I think downgrading the account is the best option, if only I could get assistance with that???