Pathetic Service from Standard Bank Business Banker

Our church account has been put on hold because we need to update the FICA documents which we submitted to our banker 2 and a half weeks ago. Been trying to get hold of the banker on emails and calls to get and update on whether she has actioned the FICA update for and zilch response from her. Also tried to call the enterprise service line a couple of time and have been waiting for assistance for too long and when I selected the option to be phoned back when I am first in line my calls have not been returned. It’s such a frustration as well because we are based in Pretoria and yet we have allocated a banker that’s based in KZN and who’s not helpful and responsive at all!!!! At this point I don’t even know where to escalate this poor and non-service to