Overcharged on Card Insurance

I've had a few issues lately, where I depend upon my private banker to step in and save the day.<br> <br> One of them is a double debit for some Lifestyle cover policy for my card, which occurred beginning of March.<br> The second is that I am not happy that FNB is rewarding more points to new customers where I have been a customer for 12 years.<br> <br> I have asked my banker (whom is new on my account as of 4 January 2016) to look into these issues for me and drive resolution thereof.<br> <br> Michelle has been unhelpful from day one. I constantly have to ask her for updates, and she rarely contacts me first.<br> Secondly, 4 months after the fact, she has yet to even call me and have a telephonic conversation with me.<br> I had an excellent relationship with my previous banker, but Michelle does not make any attempt to maintain a friendly, working relationship with me.<br> I have come to the conclusion that I would like a new Private Banker, as she is just not competent enough to deal with issues.<br> All she does is send emails (which I could have done myself), there is no will to resolve problems and to help her customer.<br> <br> I want Michelle's manager to call me today to discuss this further, and assign a new banker to me.