No customer service

I've been banking with SB for longer than 11years, now that I want to purchase a property I get absolutely no response from them. I've been to the bank and was given some info and the lady said they'll need to send out an assessor to the property I'm interested in, which was fine. No one came. It's impossible to phone as the lines ring for 2 hrs before they answer. Lady on the phone said she'll mail me with info, the mail doesn't work when replying, also mailed to general emails available on website and online and still no response for a month. I contact SA Homeloans as I'm fed up with SB service, I get assigned a central contact person, response within a hour if I mail with anything, and they actually call me, I don't have to call them. SB you can go learn from SA Homeloans about service delivery, I'm very disappointed in you with my first attempt to get a bond loan with you.