Disappointed Private Client

I am highly disappointed at the rate FNB is moving to resolve my CC matter. I went to visit the branch two weeks ago, called the CC department and even til now my issue remains unresolved. I don't know why I have a Private Banker. With other banks, your private banker touches base with a client at least once a month. I am afraid I may be losing hope in FNB. The people at the banks are so helpful and will go every mile to exhaust means on their end but seems like head office is on a back seat of relaxation here