LOYALTY TAKEN FOR GRANTED!

I am a client of Standard bank since around the year 2000, and that means I have been paying fees etc for about almost 20 years. I recently upgraded by account to Private banking, which means that I now, over and above the fees they charge me, pay them about R360 p/m (R4 320.00 per annum). The annual fee of R4 320.00 is for nothing, because I have only received dismal service from Std bank. Apart from their credit facilities (Credit card, Revolving credit and OD) and my cheque account there is nothing I have ever gotten from this long term relationship. My car and my house are financed by two of the big 5 banks as they were the ones who gave me a better interest rate than my bank of many years. In reality I should be with them and not Std bank. It seems Std bank is trying so hard to give me reasons to cut my ties with them because of the bad service I have been getting from them. In October 2019 they put through a payment for a merchant on my credit card for an amount that was not available on my credit card. This amount charged is just above R10 000.00. This was an unauthorized debit and I have resolved it with the merchant that put through the charge and the transaction was cancelled due their unauthorized conduct. After fighting with the merchant and them agreeing that I am entitled to the cancellation, stand bank is ignoring my request for assistance. The first request was sent on 8 November 2019 and they have just conveniently decided to ignore me. Is there any reason I should really continue with Std bank or they are just taking their loyal clients for granted? It is only loyalty that is keeping me with them and nothing else.