Standard Bank Private Banking Service

I have been trying to switch from FNB to Standard Bank. Standard Bank were very impressive in the build up to the process. Emailing documents with a few minutes of a phone call or email etc. Sadly, since the actual process started on Mon 18 November, I have yet still to receive a phone call from the private banker supposedly assigned to me. This was meant to happen on Thursday or Friday. After emailing on Monday 25 ( 7 DAYS LATER) I was told that this should have happened already and they would follow up. Midday on Wednesday 27 November (9 Days after promises and assurances made), two emails sent informing that nobody has contacted me yet and still no response to my emails. Extremely dissapointed and starting to question if the change from FNB to Standard should indeed still take place.