Standard Bank - Where "It CAN'T Be" Done!

On 18/06/2020 I logged a query via email with Standard bank regarding my Term Loan, I also emailed *** as this is the only direct department contact details listed on the contract for term loans. I clearly outlined why I needed individual assistance on the matter and why a term loan consultant was needed. I received an email response back with a reference number stating that a consultant would contact me. After not receiving any further communication, I again responded to the email and received an apology and was asked for my details - this happened about 4 times - all resulting in being informed that a consultant would contact me but getting nowhere past that point. I am not able to go into a bank, nor should I be forced to take that risk at this present time. I cannot use the digital banking because I need to explain to a consultant who deals with terms loans what my situation is in the hope that they can adjust my initial application but it seems that Standard Bank has no interest in assisting. To be honest they should just change their new tag line to "It CAN'T Be!" Banks fails to realize that without their customers' money in their vaults they are absolutely nothing. Perhaps losing one or two customers means nothing to Standard Bank but all it takes is one or two to cause the ripple effect that leads to an avalanche of collapse!