Poor service for extra bank costs

FNB has been good to me for a long time except when I accepted the upgrade for a personal banker. I was promised a whatsapp number and email address. It's a month later, I'm sitting in another country would love the bamkers assistance now . I've asked on secure chat numerous times still get no response. So I'm paying an extra amount on my bank fees for no service. What is the point of my extra payment for no service . Who is my banker and when can I contact him I want their help to open account for me. Why do I pay extra when I keep having to sit on the line waiting in queues on secure Chat. This is poor.