Investec bank poor service

I have been with Investec bank for 5 years and every year the service gets poorer and poorer. My current Investec Bankers Nayalan Jones and Banda take forever to respond to emails and I tried calling one once but he did not answer his phone nor did he get back to me. I reached out because I was having financial challenges and I wanted to refinance my car but they never referred me to the finance department, an application was never made until I requested a settlement letter to approach other banks which was send after days of me sending emails. In 2023 I app**** for a home loan with them but their property evaluator undervalued the property and I ended up not doing the loan and yesterday I get an email from my private banker saying I owe R1600 for the valuation that was done 1 year 6 months ago. This is the same bank I bank with. My salary goes into this account but they never said anything about me paying the evaluator but here we are. Guess what? The person that sent that email is out of office. Why was a person that’s out of office sending me an email?