Stunned by the horrible service at STD Bank

The difference between what you get promised when opening an account at Standard Bank and what you actually experience is so shocking, 1st I was told cause I'm prestige client I will have a private banker who will assist me when required (I was not even contacted once by the person since opening the account in Oct 2014 and she never bothered to reply to my email when I needed help), I wanted to buy a house through them they told me if I settle a certain outstanding account they will approve my bond, I took a small loan from them to do this (which they approved) and then they declined to approve my bond, I sent a few emails to the branch requesting assistance in that regard, they never bothered to come back to me, it made me feel like I'm probably too demanding or maybe I'm nagging them, so I stopped hoping they will get back to me in due course, this was about 2 to 3months ago, still waiting and I still don't know why I was declined, what makes me write this is the fact that when I opened I promised some Facility where should I need a handyman for my home 1 will be provided to me by Prestige, my house was flooded due some Plumbing issues, they tell me this thing has been cancelled