Private Banker

I contacted my private banker to assist me with reporting a ***** incident. She told me to send her all the information on mail and that she will log the ***** incident on my behalf. I followed up with her 3 days later, she said she will follow up and let me know. Another 3 days passed and I contacted her again, to date she did not reply. I contacted the ***** line myself just to find out that she never logged the ***** incident. I pay a lot extra for private banking but don't see the value if my so called private banker do not even assist me.