No stars for standard banks service.

I went into the Cresta branch to gain access/information about an account I opened with Standard bank for 24 years ago. I needed to speak to someone. A lovely lady gave me the email address of the account manager. She said there's no way of calling anymore. I asked what would happen if the manager was on leave for example. No worries she said, someone will definitely respond. I've emailed twice and heard nothing back in 20 days. Why do companies think it's good service practice to have one helpline number to cover every eventuality.