Poor service

Why is it impossible to get a hold of standard bank these days. I have been trying to get a hold of insurance services and normal account services just to update my insurance and my details for months. At the branch l had to wait more 1 to 2 hours and eventually had to leave without being helped. I phoned and again waited forever. I sent request for them to call me, still have not heard anything. If only they just gave us more access to update our profile and products online I would be much happier as their online services are the only part of std bank that you can get anything done.