I am on private wealth and I have a private banker that I can't contact her always going to voice mail

I am on private wealth and I have a private banker that I can't contact her always going to voice mail. I informed her in Nov 2024 via email that I will be traveling overseas in 7 Jan 2025 asking for advice. She informed me about a global account and activating my cheque card for international travel. I asked her to activate them but she told me she sent a request but on the 3rd of Jan 2025 there was nothing and I called service suit a global account was opened I was told I will receive the card on the 6th but courier said I will receive my card on the 8th for which I indicated that I will be out of the country by then and I need same day at the hotel before I leave and with struggle they ended up delivering it to the hotel for my collection. I further struggled for over an hour to get information on how does international slow longe work. I did that and the app gave an error for which I called and I was informed that I will have to wait for the next day as the Forex department is closed.