Being a private client means ****

How is it that when I phone as a private client to ask why I can to access my revolving loan monies as I paid more than 15% the operator can not help me? She can not see why she has to escalate it to revolving loan department. Why is there no direct contact details to revolving loans that they can assist me directly. I have phoned all departments and no one can assist not even private banking. What do I pay for