PRESTIGE Clients are treated like any other client

I mailed my PRESTIGE Banker 10 months ago with regards to home loan advice and the details around switching to standard bank. Several mails to and from not only to Jennifer, but the branch manager herself resulted in nothing. After producing all the relevant documents I still have had no response from either Jennifer(Prestige Banker) or Levern (Branch manager). Is this the service standard bank provides to their clients? Is this the service standard bank provides to their Prestige clients? I am in utter disgust that it takes 10 MONTHS and still no resolution to my query! I am surprised though that the Benmore branch is still up and running taking into account the service they provide, I cannot wait to not only change my branch, but my prestige banker as well.