My private banker does not respond in time to quer

Since becoming the FNB graphite client I was assigned a personal/private banker whom I was informed would take care of all my banking needs, all I need do is send her my request using a tool on my online banking profile called contact premier banker or something along those lines. Anyway, I have sent queries to this lady, Ntombi Pama, and each time I have to follow up and nag before I get a response and she is always apologizing after the fact and I am tired of it. Why is FNB misrepresenting itself by saying it offers a service which it clearly does not ensure that it is offered properly as they use these services to lure us into taking up these banking levels that they claim we qualify for and they are an upgrade. I consider the service I am getting from this lady a downgrade and I do not want to have to put up with it any longer. Please fix it asap!