Appalling Nedbank private clients service

I have been a Nedbank private client for 4 years. My personal banker, Maphios, often doesn’t reply to my emails and he changed his phone number and didn’t share it with me. I asked for a letter from the bank on the 26th of Feb. I needed it urgently. He didn’t reply. On the 2nd of March I called the customer care line and received his current contact details. When I called him he said he “meant to reply.” He then asked for a template for the letter that I had requested. I provided the template on the 2nd of March (the same day). I called him on the 5th of March and he said he needed a template- illustrating that he clearly hadn’t read my emails. I called customer care yet again and asked to change personal bankers. The lady said that she would reach out to Mr Haruzivishe and send me an email with a progress report. I’m still waiting to hear from her and I’m also still waiting for the letter that I requested. I tried to call Maphios today (7th of March) and he didn’t answer. I also reached out to their customer care line and got no concrete answers. I DESPERATELY need this letter from the bank and nobody seems to want to assist. I definitely won’t be recommending Nedbank to any of my friends and family and I will be seeking services from their competitors.