Poor Service from Standard Bank

I am so upset with the treatment I am getting from them . Apparently there's only one person (Thandiwe Masuku) who can assist me on my vehicle account. I have been trying to get hold of that person for a month or more. She doesn't answer her calls. She responds to emails after a long time. Sometimes not at all. This Monday I sent an email and followed up on Wednesday. Still no response on email. and no answer of calls even when I call at the time she said I must call her. I enquired about my balance. End of July she has mentioned that the settlement account is about R23000 and recently I enquired again the balance is still the same even though im making payments. Can it be so difficult to provide me with the correct balance? How difficult it is to respond to emails and calls. I am so disgruntled about the service from Standard Bank