Private bank is not there for service

I called the Pretoria Manlyn branch on 28 Dec 2022. I noticed a payment for an Old Mutual policy being deducted for months. I contacted Old Mutual regarding the policy and they have no record of it. I had a policy years ago but it was stopped. I contacted ABSA private bank to enquire if they can see why this ids being deducted. The answer was that that cannot assist and that they do not have a consultant to help. It is a straight foreward request to look at the system and see what and why in order for me to investigate further. If you cannot assist in such a basic request what is the value of being a private bank client