Standard Bank doesn't reply to their clients

I have requested to open a second bank account now since beginning Feb to no avail. I contacted Lauren Solomon at the Tyger Manor branch. No return of message or call since 2 March even with a follow-up email. I then phoned the call centre as Lauren can not be asked to reply, was then told by the call centre I may not phone in to do it, I have to send a secure message. I have sent the secure message. Joanne Eksteen advised I must do it on the Standard Bank App, it doesn't work, I have sent 2 messages and no reply at all. The service is absolutely shocking by these individuals. It is a basic service that is requested I believe. An institute that has no problem taking your funds every month for 'service'. Please advise if you are going to help me sort this out or if I can move my funds to a bank with employees that do care to provide service.