FNB - What customer service, what Private wealth client?

I am a Private wealth client but that does not seam to mean much to FNB. For a month now I have been trying to apply for a further loan on a home loan account without any feedback or communication at all. I must have spend about 8 hours with their online chat thing without success and requested 10 times to speak with my private banker (whom I think does not exist). I give Up.