Standard Bank - Unacceptable Service

I logged a ***** case 2 weeks ago. I have had one sms from Standard Bank, after I asked for some verification that they were investigating my case - it took numerous phone calls and holding on for 25 mins. When calling the ***** line - one waits minimum 20 mins. It is unacceptable. I called the general enquiries - they cannot provide me with a contact number for any Branch - why not? This service is unacceptable whether I am a billionaire or whether I have a small amount of savings.