Poor customer experience from a big respected bank STD Bank

I am very disappointed with the service i received from a big financial institution like Standard Bank, i expected better service from them but it seems like they do not care about the concerns of their clients. As a well known bank and highly favored bank they should have went extra miles for me as their client. Four months back i called them to enquire about my revolving loan contract but they did not give me any feedback I'm still waiting for my contract even today. The contract was supposed to have ended by now but they are still deducting money from my account, they added an insurance of 13000 which i was not informed about and i do not even know what it is for since they have been deduction protection cover amount from day one. They told me that my concerns have been referred to Fallie Joseph as he will be the one dealing with my complain but till today i have not heard anything from him. I have been spending a lot of money calling STD bank complaints department but each time i call no one is willing to help they tell me to wait for Fallie. This is so unprofessional. Can I get get clarity from STD bank on what is the meaning of treating customer fairly to them. I cant be waiting for a simple contract documents and clarity for this long.

Regards;

Jabu Mazibuko ***