Bad service

So I have been banking with FNB for 13years ..But today I received a very shocking and rude call from a lady that calls herself my banker.This lady has never assisted me nor contacted me regarding anything but today has the strength to call me and tell me she is my banker and is going to be downgrading my private clients cheque account.I recently got retrenched from work and I do not receive a salary but I make sure my account fees and charges are up to date month in month out.What shocks me is that my so called banker doesn’t care to sit me down and find out what is the issue but is very quick to call me and be rude.Dear FNB can you please tell me what are the duties of a banker? Is it also in their work scoop to be rude towards customers . After today’s call I am looking at taking both my private and business account to Another bank where I will be treated well and with dignity if not for the funds I bring to the business but for the loyalty I have.