No Resolution of Complaint

CRM ***. I requested Nedbank to investigate a request of mine which was declined giving me full reasons for their decision. Having had the facility for many years in a well managed account and then to refuse to re instate it without giving me reasons has met with no response from them. In fact I have to keep following up with the person assigned to address the problem but he has no idea of how he should go about resolving my query other than acting as a messenger and relaying messages. This is unacceptable. The complaints dept should be able to assist clients with their dissatisfaction and resolve the matter. And most importantly communicate with clients. Not a single call from this person in their complaints dept. After 30 years of banking I am moving to Standard Bank hoping to be treated as a valued customer