Appalling overall service

My son has a trust fund with standard bank and it's been a nightmare. Zero communication. No one direct to speak too cause they always on lunch. And error on payments. The staff is rude and answer the phone like its their own personal line even the manager. It's appalling,and unprofessional. There send no emails to confirm payment or send you communication in why they didn't. They pass the buck and no one takes responsibility. No one in the branches even knows an umbrella fund exists.