Standard Bank has pathetic service

I have battled to get a straight forward answer from Standard Bank for the past 3 days. I have spent approximately 2 hours while been placed on hold for them to tell me that my query has been escalated.. For the 3rd time. I've been told that I would get a call back which no one has bothered to do. I have banked with them for so many years and this is the type of service that I get? They are very quick to take of their charges but when it comes to service, they are completely lacking. All I want is a straight forward answer and not been put through to people who say it is out of their hands... Rather put me through to someone who is compatable in the sales department.