Standard Bank Private Bank sucks

2 weeks ago I queried a charge on my credit card with my private banker. I was given a case number and advised of a 24 hour turnaround time. Nothing happened for a week, so I phoned again. I was told that I would receive an email confirming an " escalation" within ten minutes. Didn't happen. I have now phoned 3 more times, and each time the consultant apologised for the "inconvenience", and solemnly promised I would receive a communication within a few minutes from " the person handling your query". Of course it hasn't happened. What is the point of having a private banker when I have had to waste about an hour of my time so far on a very simple query, with no resolution in sight after 2 weeks. This is sheer laziness and/or utter incompetence. I suppose I will have to try and find someone more senior in the bank but that in itself takes time.