Poor Service delivery

I have been with Nedbank since I was 19 years old and I have had great service throughout the years. Nedbank contacted me and said they offering me their private client accounts and all the benefits that come with being a private client. To start off with, my cards were ordered and only one delivered at a time after they confirmed that I will be getting both cards. The private banker said he follow up and update me, to which I had to send a follow up email in order to get a response. I now have different addresses on statements which apparently a banker didn’t update all accounts with my new address years ago, some sort of check should have been done to make sure that this doesn’t happen. I know need to submit documents with proof of address confirming one address and Nedbank private clients can’t assist with a letter stating why the address is different. Private clients clearly is just for Nedbank to charge you more for no delivery of quality services.