Private client with no service for over 6 days.

I called second week of December to request for my RCP to be restructured since I have made an additional payment and was informed to call after the debit order and charges have went through I Called again on Thursday the 26th and was informed that a service request has been logged and a consultant will call me within 0-24 hours to assist me and to date no one has called. I have to make three follow up calls on Friday, Saturday (was informed they are not working and will call on Monday which never happened). I called again on Tuesday afternoon and could not be assisted. The lady who took my call informed me that she has to send a motivation as the system does not allow her to reduce or recalculate my RCP and she will call me, I am still waiting. Unfortunately I am not in Pretoria and will not be for the next three months and I am not able to go my brach to meet with my banker however as a private client my thinking is I should be able to get effortless service wherever I am. It is disheartening that I have been calling for over 6 days and each day I am not winning. Service request number given was ***8. Do I need to find a nearby branch to get assistance, please advice.