Standard bank service delivery really disappointing

I submitted a claim with Standard Bank approximately a month ago, and was subsequently informed that same was rejected. After many emails and phone calls, Anneline called me from the claims dept and surprised me by providing a totally different reason for the rejection from the initial one. I have not received any assistance / explanation from their claims department and despite several emails, no one bothers to return your call. Is this the service we pay exhorbitant bank fees for? I really am disappointed with the service from standard bank, especially since I’ve banked with them for over 20 years. Just want to swop banks now.