Lack of service from private banker

I thought that the purpose of a private banker was to make my life easier...... My private banker Tshego Mabena as well as her manager has not been able to get back to me on a basic query regarding the interest rates on my mortgage bonds for a week. Furthermore, I have received a new debit card today and I have been unable to activate it. I need the following to be resolved as a matter of great urgency: 1. I need to be assigned a replacement private banker, one who is wiling and able to respond to emails and telephone calls in a meaningful manner. 2. I need confirmation in writing of the prime linked interest rate on the 4 mortgage bonds that are in my name. 3. I need my debit card to be activated and ready for use no later than tomorrow 18 May. A very urgent reply to these issues will be much appreciated.