Not good service

I have been a loyal Standard Bank customer for many years. However, I am unhappy with the level of service I have received from the Home Loans department. I am awaiting a payment and have logged queries and escalations on Monday. Again on Tuesday and again Weds. Then this afternoon, I received another 'auto' email saying that documents were not submitted. They were submitted on the 15 May and I called on 17 May and was told they had been indexed. I have resent them today again and still not had any feedback. Please can someone contact me in this regard?