Standard Bank Mobile Drops The Ball with Bills and no Help

I've been battling with trying to get a hold of the standard bank mobile division, the call center logged a call for me on the ticketing system. Because I had a large overage amount owed. Then I got sent the usage report with no run through or explanation. So I had to try make sense of it myself. I tried to email back with some explanations required as from what I could see the high usage was during work where I have WiFi. But nobody is coming back to me, my banker tried escalating it as well with no avail. I'm at the point where I am considering switching banks, after 14 years being a loyal customer, but the moment you ***** me over you will lose my support. I feel ****** and I have an issue that my bank cannot support me with answering questions and helping me get to the bottom of this issue. Standard bank is dropping the ball. Worse of all, this is supposed to be something that's a pleasant benefit to my banking experience which is now turning really sour.