Is this bank serious about customer service

After being given incorrect information regarding paying up front for initiation fees by the Bank appointed Bond Registration attorneys with emails to prove this and by their staff at the Helderberg branch and not getting help from their home loan call centre agent (Veroshni) and complaining about this service. I was shocked by an sms advising me that this will take 10 days to attend to this complaint I sent the complaint yesterday and feedback will only be provided only on the 9th Feb 2018. So much for being a prestige client I do all my banking with Standard Bank so I would have expected this to be speedily attended but not Standard Bank I am just a number so I must just wait in the queue.