Emptry Promisses from Southgate Branch

I am Standardbank client. In November 2018 I went to Southgate Branch to get information about Trust Account. I was told that the consultant is not in the branch, the receptionist took my details and promised to give it to the Consultant that deals with trust account to call me back. I never heared from the Consultant. In January 2019 I went to Standardbank Southgat again. Spoke to the same receptionist who took my details and promissed to call me back. This time the receptionist took up to herself to call me back. I never received any call or e-mail from both receptionist and the consultant that deals with Trust account. If something wrong happens to my home loan. I will held Standard Bank responsible.