FNB - Private Wealth account - No "Private" banker

FNB, what can I say. First we were told that if both myself and my husband banks with FNB our home loan application process would go smooth.. Nope that did not happen, the deposit required by the home loan was insane! I was told upgrade to the wealth account you will have 24 hours access to a private banker - again not true. Queries I've logged on the 28 October is still not resolved. that is if you actually get a response. You have a 24 hrs chat box on an app, which answers standard questions, but actual assistance - non existent.