Shrug of the Shoulders?

My fiancee was at Standard Bank Greenstone on 22/3/16. She had checked with the Customer Care telephonically that printed statements obtained from the bank would have her address on. When going into the bank it appears that this is not correct. With exasperation she finally approached the receptionist who greets people and asked her, this person just shrugged her shoulders. What kind of service is this? I have a business account at Greenstone with Standard and have waited 45 minutes to see a consultant which is also poor. Is there nobody who actually cares anymore at Standard Bank about the customer?