Standard Bank Private banker non existent!

Hi, I've always been (according to Standard Bank) part of their Private banking group. Had a wonderful private banker by the name of Meenil Singh (unfortunately passed away in 2020) since then I've been battling with a new private banker that seems non-existent, have tried many times to contact him to help sort out a double charge from a store (almost 2 months ago) and still till today waiting for some sort of help re this matter. But unfortunately it seems that everyone is now working from home and no client care seems to be important, so I don't know why I should pay for this "elite" service as Capitec would be able to do the same. Many thanks a unsatisfied Standard Bank customer.