FNB Private Banking Incompetency

What is the point of having a private banker when they constantly ignore your correspondence and never return your calls as promised? what is the point of having a private banker in the first place when you as the Client is the one who has to constantly chase after them for service? My banker (Eva Phiri) never returns calls, rarely responds to e-mails. two weeks later my problem with FNB whereby they billed me for electricity which i never received has not been resolved. just this morning i spent over 30 minutes on the line with the banking app department only to be told that i will be refunded but they dont know when? this is after another consultant told me on Thursday that the refund will be done in 12 hours!!