Poor Service from my PVT Banker

I am a PVT banker client with FNB, with an assigned PVT banker. But i am the one calling the call centres, trying to sort out pressing items on my account. His email to me was that he will not always be available for me to attend to my needs. I must be lost in the understanding of a PVT banker being appointed to you, that can never be reached or solve your problems for you. Need to consider if i want to stay with a bank that promotes their service and i am getting this bad service . Or the PVT banker has to many clients assigned to him?