Appalling service from Standard Bank

I am a Standard Bank Private client card holder and I have been waiting for a team leader at Standard Bank collections to call me back for a month, her name is apparently Londiwe Hlongwane. Every time I call, the consultants tell me they work from home and cannot assist me further yet Standard Bank continues to deduct exorbitant amounts from my bank account every month. The service from the consultants has been poor and even worse from management who has not bothered to call or assist after trying to get help for over a month.