WHAT DOES ONE HAVE TO DO????

I phoned the call centre on Friday, 15 April 2016 and spoke to Vuyo about changing one of my accounts to a standardl business current account due to excessive monthly fees on the bizz launch account. After chatting a bit she recommended that I consider a money market account and said someone would contact me by close of business on Monday (18 April 2016). I mentioned to her that on two previous occasions when dealing with the call centre (2015) I was also told someone would get back to me and a week later I had to go into the branch to resolve the problem as no-one ever called back. She assured me I would receive a call on Monday.<br> On Tuesday, 19 April 2016, I phoned the call centre and spoke to Gugu who tried putting me through to my business manager at Keywest but to no avail. She then took my details again and assured someone would contact me urgently. Well Standard Bank's urgent and mine don't appear to be the same. My business manager also never seems to be available for calls or responding to emails (still waiting for a reply from her from last year). What does one have to do in order to be paid the courtesy of a returned call or email???? Reference No ***