Bureaucracy, terribly slow response time on e-mails and phones just ring!!

I have tried to contact this dept many times and the level of service is shocking to non-existent! Slow response times on e-mails. Consultant telling me one thing and then i gather and provide the information and then get told 'no we actually need this'. Is management in Standard Bank even aware of the incompetence in this department?? I phone to chat to consultant and it just rings and rings. I am on my 6th call this morning with no one answering. the closest i got was to someone picking the phone up, not saying anything and then putting it down again! Wake up Standard Bank!