SHOCKING, SHOCKING SERVICE!!

I went into Bayside Branch on the 30 April to change my Elite acct to Consolidator as monthly fee is less. The queue to see a consultant was out the door, not for the first time. Bank manager assured me that since it was busy & a long weekend ahead, Dulcie would contact me the following week to arrange the change. On the 11 May I had still not received a call, so I proceeded to call the customer care line (which gives you limited options and not what you are looking for) & the consultant (reference no ***) assured me that a consultant from the correct depart would call me on Wed 13 May at approximately 10h00. Well NO CALL AGAIN! So I proceeded to send an email on the Std Bank website to COMPLAINTS, & requested that someone call me. NO SURPRSE - NO CALL OR RESPONSE! Not sure what I have to do except go back into the branch & spend 3 hours waiting in a queue for service again. there are never more than 2 consultants on duty & clients are expected to spend their day in the bank as Std Bank WILL NOT employ more staff. Words cannot describe the SHOCKING SERVICE which we are expected to endure & pay for. It takes 48 hours to change acct, yet 2 weeks have passed & still no joy!