Private banker AWOL

I am told I have a private banker by they have never interacted with me. I finally got his details. He promised to call me back on my request. he did not. I asked him what is this I need to do to have the same service my wife and my friends get from their bankers, he could not answer and promised to call back. I honestly feel something need to be done about us who don't get any service from the private bankers, maybe reduce our monthly fees