Private Banking...What a Ripoff

I'm a Private Banking client and paying over R300 per month but every time I need assistance the excuse you get is, we can help but this is not in our area. So why pay for something I need to do every time myself. I had issues n Student Loan, sorry cannot help. Now I have an issue with Home Loans not supplying information for Bond Registration and the feedback is we called but you need to escalate. I think it is a rip-off and after more than 15 years at Standard Bank I seriously thinking to move to a company who really look after Private Banking clients. I need to get my bond registered but Home Loans is not supplying the information and it is more than two weeks now...and even Private Banker tried and no luck..... So not sure what to do.... wait and pay,...