Appalling Service at Standard bank

Early January 2015 I made an arrangements with one of the consultants to pay arrear bond payment over 3 months from January to March & the bond payments had to revert to the original amount with effect from April. However this was not done. On the 29th of April I called Standard Bank and spoke to Portia who kept me for about 20 minutes to only give me a fax number nothing else.I fax the letter on the 29th of April and no one responded. So I called on the 5th May & spoke to Puseletso to query this, she advised that this fax was not received, she gave me her personal email address to use, still i received no response. I resent the email on the 7th. I called again on the 14th and 18th May and I was transferred from one person to another, I eventually spoke to Mpho is a Line Manager and Thandi who confirmed that no documents were received and it seems no one knows what to do becuase he also failed to assist me, what they did was argue about was on the system. I am not sure how difficult is it to get a refund an the system be amended accordingly. My concern is that month end is here nothing is fixed that means I am going to be sitting with the same problem. The service was appalling<br>