Treated as 2nd class, NOT Prestige, client

I have been a bank client since the 1970s. On Tue 10 Dec I spoke to Garth at the Helderberg branch, about upgrading to Prestige banking. He promised to email information on benefits and fees. When there was no response after a week or so, I left a message at the branch for Garth to please call me - again without response. Several "please call me" request on the bank Prestige banking website also produced no response. Since it is pointless to call the service centre number with it endless queues, I must resort to this channel to get an answer, wondering if the bank is actually interested.