Poor Service from Standard Bank Prestige Banking

I have been with Standard Bank and a Prestige client for some time. Their service has become non-existent recently so I no longer get the service I was sold. I no longer have a Prestige Banker since Bonny Bothma left Northgate and Elite Tarr took over. I e-mailed her in May as I wanted to apply for a homeloan for an investment property in KZN and I am still waiting for her response. I eventually called the Prestige Banking hotline and was told that I must phone the homeloans department like any other person. I eventually processed my application online (ref ***), submitted all the supporting docs and still waiting for a response. Some banks advertise that homeloan applicants will receive a response within 3 minutes while Standard Bank cannot even respond within 3 months. If Prestige Banking clients receive this kind of treatment, what's happening with the other clients.