No assistance from Private clients center

On Monday, 3 March i called your private client center to request assistance on the reduction of my RCP loan and recalculation of the instalment, Ref no: ***. I was informed on Monday that someone will call me within 0-24 hours but to date, as always i am still waiting. I made a follow-up phone call yesterday and was informed again that my request will be escalated. It is the end of a 3rd business day and no one is assisting me. I went through the same challenge in January where it took 2 full weeks of me calling daily to be assisted. This cannot be right. There is no sense of urgency from your side. We pay a lot of money for us to receive such poor service continually.