Total lack of service

I am a retiree from Standard Bank after 32 very happy years of service. I have been with Sbib since 1982. I have persevered over the years to retain my affairs under one roof ,hence staying loyal to Sbib. Over time the service has deteriorated rapidly to the extent that there is no service at all, as I have experienced in the last few months. Despite sending several emails since December 2018 re a query ,and cc in the manger ,to date have recieved no feedback. Even with the assistance of my private banker. I would not recommend Sbib based on my experience over the years, and have now decided to finally move my insurance.