Lack of empathy from the financial advisor

There's a lady by the name Mandy, whenever I need help at FNB and she's online,I know for sure that I won't be getting help that day.I spoke to her a couple times and let me tell you,she has never helped at all,like never.Everytime I log in and I am referred to her,I know that I won't be helped,I always log out to avoid talking to her..I mean between me (the client) her(the banker) and someone making deductions on my account,who has the upper hand?If I the client ask my banker to stop someone from making deductions on my account,why would you advice me to go and talk to the very same people to stop deducting where's the banker has the power to stop the transactions? Even going to an extent of telling me that I can also stop them,if I could I won't have bothered talking to a banker.Apart from unreasonable banking fees from FNB, she's one of the reasons why I have decided to do a salary switch to another bank..