Bad service from the Home Loans Department

For months now I've been trying to get a response from Standard Bank with regards to a query on my Home Loan. The consultant escalated the issue and was awaiting feedback from the committee, however this was weeks ago. I copied various people into the email because I had to escalate it to Level 3 since no one responded to my query. To date I requested feedback on the outcome at least 3 times. Now there is an automated response that the consultant is on leave. Days later consultant #2 sends me an email requesting documents I submitted months ago to consultant #1. How can it be that a reputable bank like Standard Bank is so unorganized and does't keep track of client's queries?

I've been a long standing customer and have multiple portfolio's with the Bank. Surely someone can attend to this?

All I want is an answer to my query.