Standard Bank not helping clients

Please see below the response I got from Standard Bank and from the day of receiving this response I did not hear from them again so I fail to understand how they are dealing with this matter urgently please advise

Regards NT Grey

Standard Bank's reply: 20 Mar 2021, 07:14 Good day Nosia Grey

Thank you for posting your comment. We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency. We apologize for the inconvenience and undue frustration, this has caused. We greatly appreciate your continued support. Kind regards Complaint Resolution Centre ********** ***********