Pathetic Service

On the 13 November I contacted my private banker to advise that I am currently in the UK and unable to withdraw cash from ATMs. My banker escalated the matter to Private Banking I have not received any resolution or clear feedback. I followed up and was informed that attempts were made to contact me. However, I have not received any missed calls. I was also advised to make contact myself, which is challenging as I am unable to easily call from the UK. On the 18 Nov, I got a call because I emailed the complaint department, I was advise that it will be referred to IT and she will get back to me. I have still not been contacted. I am struggling to understand why this matter has not been resolved or why I have not received an explanation for the inability to withdraw cash. Before leaving South Africa, I attempted to update my travel settings on the app multiple times, but encountered errors. I have since updated the app to reflect that I am travelling, yet the issue persists. This experience has been extremely frustrating and falls short of the level of service I expect from Private Banking, especially when I urgently need access to funds. Other SA people using FNB & ABSA are able to draw cash, however I am left stranded because my bank SBSA cannot assist me. This is pathetic. What is the point of private banking if you can't get the service you paying for. I feel I will downgrade and pay for a cheaper service because that's what I am receiving.