FNB Lacking in delivering promised benefits

I upgraded my account, to private wealth client. I was supposed to be allocated a private banker immediately and i am still waiting. I have sent 3 requests out already. Funny enough, without a fail they will debit my account on time but i am not getting the benefit i am paying for. And when i call, i get sent from pillar to post. To think this account was supposed to make life easier and convenient. I am experiencing the exact opposite