Private Banking - Premium fee for below par service

I have been repeatedly engaging with my Private Banker and her Manager for more than three weeks in an attempt to resolve this matter. Despite my continued follow-ups, the issue remains unresolved, which is deeply concerning.

I find it extremely difficult to understand why I am paying for a premium service branded as "Private Banking", yet I am consistently receiving below-par service levels. The lack of urgency, ownership, and accountability displayed in handling a straightforward rewards correction is unacceptable.

The ongoing delays have resulted in both financial loss and the inability to access benefits I am contractually entitled to. This level of service is not only disappointing but fundamentally inconsistent with what is promised under a Private Banking offering.

At this point, the experience borders on unjustifiable value extraction for a service not being delivered, which I find entirely unacceptable