The no response Bank

Me again Standard Bank. I have been a customer since 1985, starting with one (current) account. I now have seven Standard Bank accounts, including a home loan, credit card, tax free savings account and others. I have always had a good experience with the bank, although, as with all customers of all banks there was the odd occasion that I felt frustrated. Yet, my issues were always sorted in the end. Not any more. One bank official at one division is now ruining the perception I have of the Standard Bank brand. I understand that in current weird times there may be operational challenges, but I cannot accept that responding to email messages are totally impossible. The likes of FNB have approached me in the past to move all my accounts, which I have always declined as I know and trust Standard Bank. I still trust the company, but the lack of interest from this one division is ruining my overall experience and diminishing my high regard.