Standard Bank - There when you don't need them.

I am a so called "Prestige Client". We app**** for home loan repayment relief which they immediately approved in May. Lo and behold, all our bonds were deducted in beginning June. I have sent numerous emails, been on hold for hours (no answer) and still nothing. Eventually I honed in on one person at Standard Bank who did reply (not her department) and SHE begged SBank to reply to me. "Please contact this client". As at now, zero response. I have no idea how to get hold of them. It is a joke because their home loan relief says "we care". Really????