Does anyone actually work there?

I have been banking with FNB for 3 years now and recently upgraded to Private Banking. It seems since that time I have been unable to get hold of anyone telephonically. I have a private banker who replies to my emails within 24 to 48 hours but if I call her direct line it just rings. I then choose to be put through to the switch board and it just rings. I choose to leave messages and no one ever replies. Out of frustration I tried the Premier Banking line because I know they have a group of people available to help but I held for 10 minutes with what is fast becoming the most annoying song in the world playing in my ear!! Has FNB decided telephonic communication costs too much?!?