Standard Bank poor customer service

The lack of customer service at Standard Bank is appalling. Also what is the purpose of having a complaints email address for complaints when nobody responds or acknowledges even receiving it. My problem has been ongoing for 3 months or so and now my credit profile has been affected due to Standard Bank's inability to resolve their own internal communication breakdown. I have been in contact with Standardbank whom approved my credit life plan for a further 6 months till December and they made a lump-sum payment in June to cover this. After receiving numerous sms's that I am in arrears and me emailing them the statement and even having the collections department hounding me for payment, my issue remains unresolved and no feedback is forthcoming on how my credit profile is to be corrected. Now my credit status is impacted and will hamper me in getting any further financial assistance.