Private banking product with none of the client experience

I have received the most appalling service from FNB this past week. FNB claims to offer a prive client experience with a banker on hand to assist with any banking needs but I am yet to experience that. It's been a week of constant back and forth to get a simple request executed. I had to make endless call backs to them after they claimed they will call me back. I have to send constant follow up emails to find out where we are in the process that normally takes less than an hour. Don't offer something you have no experience in and can't deliver on. "Private Clients" should offer seamless end to end high client experience where a banker is always available to help with your money needs and your financial journey- like how proper private banks do it.