FNB, Your Private Banking Service is a Disgrace!

I have been a loyal FNB customer for many years. I have recently been assigned a new private banker (Tracey-Lee Fisher) but for the past 2 weeks I 've been struggling to get hold of her. I sent emails, left multiple messages for her to return my calls, no joy. Why do FNB even offer a private banking service to begin with? What makes me as a private client any different to the many ordinary clients struggling to get hold of the bank via the usual channels???