Private banking is a lie they tell to give you the same service for more money

Sometimes I wonder why I am still with Standard Bank after over a decade of bad service. Recently I upgraded my account to a Prestige account seeing as they are selling the service as "you get a private banking team with much quicker turnaround time" and "tailored and efficient support". I have yet to experience this though. I sent a very straightforward query that took them 5 days to respond. Once I rep**** and sent a follow-up request, I heard nothing for 2 weeks before sending another follow-up and have still not (a month later) had any response.

So I get to pay double my monthly service fee, for the same (if not worse) customer service. I feel ****med.