Prestige(USELESS) banking

Good day. I have a prestige account with this bank. I recently app**** for a new bond with this bank. I was called today to inform me it was approved. I just needed to go in to my branch to sign a few papers. I was also told when I was called just after 12pm today that this bank would also email paperwork to me. I tried to get hold of my prestige banker, and was transferred to her. I was on hold for a total of 20 minutes. I decided to go in to the branch. I was told that the said banker is not there today. On the earlier call I was told that any banker in the branch will be able to assist me. So I waited in line for someone to help me. I gave the reference number to the banker and asked if he could help me. First he told me that the reference number is too short. I called *** and was told that the number is correct. The lady explained what needed to be done to the banker. He was really not interested in helping me and said he sent my banker an email to state that she needed to help me. He then said there is nothing he can do as he is not my banker, although he was told that he can help me. This level of service, or lack thereof, is not acceptable. I will be changing my account back to a normal account because the prestige part is useless. I am also looking at changing banks as this is not the first time I have issues. If there is no action taken , I will take it as a confirmation that I need to loo for a bank that actually wants to help me.