Beyond appaling service from standard bank

Due to standard bank error my profile had a negative judgement since 2017 which i only became aware of in August 2019. complaint was "resolved" & i was assured that my profile was updated/cleared. i specifically asked them that this should cause any problems & they gave me their word. November 2019, i closed another account with them & they forgot to close it on their side (similar mistake). early Jan 2020 i was informed that the profile has been updated. To my surprise yesterday i discovered that my profile is still not updated. My question is - am i supposed to escalate everything to the CEO office? with each & every dealing with standard bank, am i supposed to submit a complaint for my profile to be relooked & certain things by passed. i have written back to Colin Kriel yesterday for him to relook at my complaint and it's 24hours without feedback or e-mail receipt acknowledgement.

Can some one help or must I send query to Lungisa Fuzile to assist.