Personal Banker of no use

I would like to find out what is the purpose of a Private Banker if I am getting no assistance from my private banker. I made EFT payments for a holiday with STA travel and since they have filed for insolvency I asked my private banker to assist in trying to reverse the money as I paid for goods I did not receive. I submitted documents to her on a Friday and by the Monday she rep**** they can't help. This to me seems like she didn't even put in any effort. Then I letter from AFTA regarding this and sent it to her again to please check if they can assist. I'm really not happy with her service.