Bank charges with no service

I upgraded online to a private clients account. I have tried and tried to find out who my relationship banker is to no avail. I now finally get through to your premier suite who tell me I do not qualify for one. So I am paying for a service that I do not qualify for??? Please explain to me how I can qualify for a private clients account but not private banker? If you allow your customers to apply online for an upgrade, then you should be able to follow up and provide a proper service. Utterly disappointed. Moving my business to Investec after this