Bad private client service from fnb

I received a sms on the 13/05/2019 to say I have exceeded my limit on my overdraft and that I must replay YES to the sms that an agent can phone me I did replay but nobody phoned. On the 15/05/2019 I even emailed the Private Clients department and I received a case number. Still nobody phoned me. On the 18/05/2019 I received an email that the case is closed. I then phone them again and told me that somebody will phone me. On the 20/05/2019 I received an sms that legal action has commenced. Why do FNB don't want to communicate with me. I cant get hold of private banker, he does not answer his emails 'Mandla Mthombeni' I phone fnb again and the lady said she can se notes but she is going to try and get hold of Mandla Mthombeni my private banker. I am wating nou 23 min and still holding.