Standard bank disappeared on me never trust them

I wrote a review about them two weeks ago and send me complaint acknowledgement email and assigned a complaint specialist by the name of Charlene who called me on the 4th of September and asked me to email her my 6 months bank statement which I did on Tuesday the 8th till today I never heard anything from her I even send her email checking the status of my complaint she never responded her line is forever busy maybe is time I escalate my complaint further