Very Disappointed

I am very disappointed with Sponono Masina at Standard bank. She gave me such high hopes of excellent service and how she treats her clientele so well. But my experience since has been awful. I have had to do all the follow ups on an account she offered to me and advised how wonderful it is and how quickly it would be actioned. Its been more that 3 weeks now and I have called the call centre twice complaining about lack of communication. Two weeks ago I spoke to Antoinette at the call centre who told me she will get someone to contact me urgently to advise me on where we are in the process. However up until now I havent received a call or an email. I am very unhappy this isnt a good first impression.