Poor Service for a Private Client

Experiencing real poor service from FNB. I pay enormous fees to be a "Private Client" but have none of the benefits. I emailed my private banker Nirasha.Mungaram, who didn't even bother getting back to me. So Thando Mdakane get back to me with no help at all. I wronfully transferred money into my credit card and would like the transaction to be reversed. I tried to sort the out on Saturday but they told me I have to wait for the Credit Card department to open on Monday. They sent me a form and I completed it. And I thought, I have a private banker that can surely assist me in getting this sorted sooner. No such luck. I get non helpful emails and I have to follow-up. Really poor service FNB. This is giving me the last push to go to another bank,