FNB Customer Service Complaint from "Private Clients" client

I am a Private Clients "member" of FNB and have been banking with them for 16 years. I pay exorbitant fees to be a Private Clients member and get absolutely ZERO service from them. No matter how many times I request assistance from them, they do not get back to me at all. My so-called "Private Banker" has not contacted with me and I have no way of getting in contact with them. What exactly am I paying for?