Bad Service and No responses

Standard bank home loan division is extremely unhelpful. I have been on the line for several hours at a time since Friday only to get to someone after 55 minutes to tell me they are experiencing high call volumes and she will take my contact details down and someone will call me. Which no one has for 3 days now. Also got through to someone on Monday who claimed she did not know if my request was possible asked me to hold and after 20 minutes cut the call and transferred me to general enquiries again. I am really disappointed. I am a prestige account holder and really do not know what I am paying for anymore. I have also sent several emails to *** and no one responds