Disappointed by service

There has been R299 going off of my account for over a year now and I have queried and enquired bout where the money is going to over 6 times and in the last 4 months I've sent about 3 secure messages and I was contacted by Burgersfort Branch and told they would get back to me but I have never been answered or contacted regarding this matter again. In this week alone I have sent 2 messages to standard banks info email address referring to the same issue but no one ever bothers to contact me back or give me the answers I want. Very quick to take money but poor service when it comes to answering client questions....maybe time to change banks !!