Shocking service - all attempts to get help are ignored.

I have had the most shocking service from standard bank. I recently sold my house and took out a new bond with standard bank ( i have been with them for over 30 years.) I have no idea what my new bond account number is, even though the transfer went through a month ago. I have tried repeatedly to phone and have been on hold each time for over an hour. I would also like to enquire about an access bond but cannot speak to an actual person. Last weekend i complained on the FB page and someone said they would be in contact within 24 hrs - its now almost a week later and ive heard nothing. Im really at the point were im considering moving all my accounts to another bank - as much of a schlepp as that is, it'll be worth it to be somewhere im valued as a client