Paying for a private banker that does not exist

I've been contacted by FNB to upgrade my account from Platinum to Private. They explained to me that I will get improved service and earn more eBucks, It is difficult to compare the improved the service as the Premier banking service was poor to non existent as well.<br> <br> I've tried to contact my Private banker more than a month ago and is still waiting for her to return my call. I've left a message for her to call me as well without any luck. I expect FNB to repay me the money I've paid to them for a service they can not deliver on.<br> <br> The call centre confirmed that I there was not a private banker assigned to me for more than a month.<br> <br> I've been a loyal FNB client for more than ten years and convinced a lot of family and friends to move to FNB. Is this how you repay loyal customers or only customers with private banking?<br> <br> I would also like someone to explain the additional benefits between Platinum and Private clients in writing. I've found that you only record your calls to protect yourself. I've asked for the recording when I found that the sales consultant **** about the private benefits.