Lack of service or no service

I have been a private client for the past year. I got a call from my banker (Mark) once to discuss the benefits. I tried numerous times to get hold of him or get advice but I can't. I am literally paying for a service that is not even available. I am really disappointed with your service and your lack of customer service and customer support. I am now at the stage of switching backs. By the way I have been with fnb for the past 12 years and this I how you value your customers. I'm really upset and shocked.