Pathetic private client banking experience with FNB

I am a private client of FNB and a couple of weeks ago I app**** online for a personal loan. The application failed for an unknown reason. It said someone will phone me back and no one did. A while ago I also app**** for a GBP Forex Card. The application failed for some unknown reason, it said someone will phone me back, no one did. Last week I sent a complaint to FNB (***). It said someone will phone me back within 24-48 business hours, no one did. I email my private banker and get an automated message that she is on maternity leave. I speak to a banker online today who instead of explaining my bafflingly bad service, just puts me through to the loan department, not understanding my complaint. How on earth does one get to speak to a private banker that actually assists one? What is the point of having a private banker? What is the point of being a private client? What is the benefit?