Disappointing Service By Standard Bank

I called their customer service numerous times and they put me on hold for more than 10min without speaking to anyone. I sent them an email and they did not bother to respond. I went to the branch (waited 2 hours in the que by the way). The consultant told me they will send me an email, 5 days later I have not received that email. All of this pain and time in order to get my loan paid up letter. Do we have to lodge complaints to the ombudsman in order for South African Banks to do due diligence to their clients.