Missing FNB Private Banker

I have been trying to get a hold of my private banker for months now through email and phone calls. A logged call was made with another private banker just to inform him to return my calls or just emails and I have received nothing. I finally get a hold of him and explain to him that I would like to downgrade my account to Gold from Private. He told me that he will send me an email to start the process within 24h. It has been a week. I am getting tired of this because I am paying for a service which is never available to me! I have had money stollen, cloned credit card, ****med but when I need to inform him to help he is never available and it is for the past 3 years not just all of a sudden. The Private banker that was given to me was Mr Sejato Maake