No call received

So I logged a complaint with Standardbank on the 27th of August but not even a single person has called. I mean i've been to the branch several times before even when paying for services of having a prestige banker and no one helped. I received an email from Xavier Cassie 9 days ago saying I will get a call, I'm still waiting for that call, not even from the prestige banker yet I get smses requesting me to service rate my interaction with the prestige banker who never even interacted with me. I have been patient with you and escalating this even further will be the only option now, I've spent a lot of money on charges yet the treatment I get doesn't match what I'm paying for....reference number is Complaint reference ***.