Terrible service, no help...

I am A private client for about 2 years now and for the past couple of months have requested assistance on small fees that have been going of my account I was told for emails and SMS but I look at my bank account and nothing corresponds to those answers, to me it seems like they have not bothered checking, In December about the first week I converted to an Islamic private banking account I was told that because of my switch I will receive 2000 ebucks every month it is February and I have received nothing yet, I then tried online chat but have been getting no assistance and then was told to chat to the ebucks team on my last try I called the ebucks team and they were not very helpful and said they nothing about that I tried calling my private banker who was not available I was given the option to speak to someone else and nothing so I left a message this was Monday and have still received no callback. I have asked about the reason for not being able to add a Nedbank beneficiary instead I get told how to load a beneficiary, I am just at a loss for words I pay R399 in fees and have more problems now than when I was a premier banker, I really am not happy with the service I am getting as a private client and don't see any perks accept I have to most likely go into the branch to actually get some assistance it seems and i feel the fees i am paying now has given me more headaches instead of help i would rather downgrade or change banks at this point, a real disappointment, being a private client has no benefits I experienced or got and the fees certainly don't make any difference neither does the service.