Feels like I am the one rendering a service

I had an issue with a previously cancelled FNB Bond. So I thought I could get the private banker to assist me. However, to my surprise it seems they are only prompt when it comes to contacting you to sign you up to the service. I have had to literally be the one calling for feedback continuously, even at this point the last email I sent has not been responded to. It just completely annoying, I just do not even know what to do. I have literally given up on getting in touch with them.