Total disgrace!

Hi there, I am a Prestige banking client. I received an email with the details of my Prestige banker. I emailed her with the issue I am currently having with changing my place of residence on your system. I have been into a branch (before Lockdown) with a proof of address but my address does not seem to be recognised on your system. I do live in Johannesburg (a main city) so this to me sounds like incompetency from Standard Bank. I have received no response from her and I have tried calling with the number provided and she is not answering.I have no idea what I am paying for if this is the service that I am receiving from Standard Bank. I would like the issue of my address sorted out asap as I do not wish to go into a branch to sort this out AGAIN especially with Covid still around. I need this sorted out as my UCount rewards card is expired and need to renew it, but due to incompetence from Standard Bank, my card cannot be delivered, even to my work address (on a main road in Benoni!). Apparently the postcode does not exist!!! Total incompetence and disappointing!