FNB Private Wealth not very good

On the 3rd of September I send a query to my Private Wealth Banker regarding an unexpected increase of 5% on my Credit card interest rate. <br> <br> When I queried it my Private Banker did not respond. I got a response that seemed generic back that the prime rate increased with 0.25%. For crying out loud! Do you investigate queries before responding? I know the prime rate changed but it did not increase with 5%!<br> <br> I responded and now almost a week later I have still not heard anything. The prime rate went up with 0.25% not 5%.