Horrible service to Private Wealth Clients- Credit Card Issue

I have been a loyal customer for over 12 years and I am shocked at how FNB has become one of the worst banks. I am struggling to get straight answers on my credit card and I keep seeing the balance increase even though it is being paid off and not being used! What is shocking is that I have been a Private Wealth client for years and I am supposed to have a banker who either responds to me or assigns someone to do so. She never, ever, ever replies. It is frustrating, given the high fees of 600+ that I pay per month. Private Wealth client services are ******* and they tout this e bucks benefit that does not mean much at all.