FNB Home Loans & Private Banking are just poor at address client needs

Since late June I queried interest charged on home loans and I was ignored for more than a week. I escalated it to my private banker who then processed the logging of my dispute. Eventually I received a response, but they excluded the very months that I queried with my logic using their own means of calculation which was different that month. In all this time I also asked my banker to give me their escalation process and contacts (I cannot find contact details online) and he has never provided it. I asked him once again and 5 days have passed, and he is silent. I want to follow the process so that eventually I have followed what the Ombudsman expects. I have also now gotten a financial person involved to use FNBs calculations to see if it is correct. FNB is playing the long game - home loans not sending me the dates I queried and the banker not giving me the escalation process. I have now officially asked them to downgrade me to gold client level because paying for private banking hasn't served me once in the last 5 to 6 years. We have moved a significant amount of our fixed deposit to another bank already, testing how it performs as so that i can move the remainder as well. FNB isn't what it used to be. only like their online banking, it is the best. So, I may as well limit what I have with them and use the app for everything else.