Customer service levels DO NOT exist

I am sooo frustrated with this bank!!!! They are useless at every turn! I am taking my business which they under value elsewhere. I put an insurance claim for the house and they only attended 1 issue and have been silent on everything else. I escalated this matter to a supposed snr manager of private banking Mercie Doreen Akhalwaya explaining to her I have surgery coming up and will not be able to attend to this after as I will be recovering for 6 months and guess what, no response from her. This claim has been open for a while now. My account has been de*****ed tonight for the 2nd time in 5 months. My money is going, I called their ***** department to freeze the account/ stop the cards as well as open a case but I could hardly hear their consultant because of his bad connection and when I could pick up a few words, he was not helpful at all. How am I supposed to sleep peacefully tonight with my money flying off my account? I pay private banking fees but am unable to get any assistance from my private banker. Your customer service levels don't exist! At all!