Disgusting Service from FNB Private Clients

I am really disappointed with being an FNB Private Client. I have been trying to get hold of my Private Banker and the Home Loan division to clarify why my Homeloan rate which was negotiated on the 18th of September 2020 has not been adjusted accordingly, but to no success. Today, the 5th of January 2021, i have contacted the Private Clients Call Centre in an attempt to speak to an upper management personnel that could help me get my issues resolved, but I hang on for approximately 25minutes after speaking to the call centre consultant. I am infuriated. I hope, that FNB would assist me having my issues resolved and would like FNB to indicate to me, why I am contributing a monthly fee, when I am not getting what I initially signed up for whilst banking with them for almost two decades now.