Platinum Customer Service - Money but no Service

I am holding a platinum account in the expectation of a high customer service level. Well I received a terrific customer service level set by a individual named Jeni. A week back on replying to her on details to change residential address based on my house contract - I received no response for 2 days. I receive a email from Nicole (new temporary banker) stating a vague mail (totally unclear). Then I write request clarification on what is she trying to say. She then advise that I require to provide a) Contract Signed b) Email communication b/w landlord and myself c) Declaration Form. Declaration form is more like stating I stay in the apartment and to be signed by agent and myself. At the bottom of the form it states the purpose of the document as \ when original contract or signed copy of the contract can not be available". On requesting clarification of why you are requesting information which is contrary to what is being asked - \"" Ohhh it is FICA requirements\"" - I asked to be contacted by a manager and NO response. Yesterday I receive a email at the evening - manager and her busy will revert shortly. Shortly has not come / Standard bank kindly contact me - Want to Stop FNB."""