Non existing private bankers

I have been a private client and are suppose to have a private banker to assist with any banking problems. What a joke. 1st off you are very lucky if you get hold of them, they are never available and do not even try and leave a message because they do not phone you back. 2nd if you do get hold of them you are always referred to somebody else to sort out your problem yourself. So what is the reason for their existence? I am fed up with FNB, no service