Prestige banking a joke to paying customers

I needed a visa letter, requested my personal banker, she passed the buck to someone else who insisted I should go to the branch to collect it, and not via email or fax as in the past. I phoned the branch to speak to the manager and was promised that she would phone back - never happened. I reported the matter to the email addresses of Prestige Banking, my personal banker, as well as the Complaint Resolution Centre. The only response I received was automatic with a case number *** and an indication that the matter would be resolved by 30 Oct. 5 days later I am still waiting. I am utterly disappointed and disgusted that SB would treat clients they charge for Prestige banking like this. I was lured into paying extra every month with the promise that I would never have to go into the bank for matters such as this.