Not customer focused at all.. Poor service Standard Bank

Standard Bank is not customer Focussed, I have been battling for three weeks to get 1 answer to 1 question, I have been into the branch, I have used over R300 airtime being sent from pillar to post by their consultants when you can speak to a human being that is.. All to no avail, I have sent repeated emails and each email is met with an automated response that they will get back to you in 5 to 7 working days.. My goodness really for such a huge organization we really have to wait 5 to 7 working days for someone to answer a question I have come to the end of my tether.. Covid has given alot of companies the excuse to treat their customers like they are a nuisance.. I unfortunately wanted to change my banking to Standard but after this ru around its left a bitter taste in my mouth.. I cannot wait 5 to 7 working days to be assisted