Private banking suite useless

I have always been a loyal FNB customer, never ever complain about their service until now... I received a call and was advised I can be given a month trial of their private clients product, the only reason I agreed was because I was told I would pay the same fee as premier just for the trial phase, whenever I chose to downgrade I can call back and it won't be a hassle. That was a lie, it proving to be very very difficult. The retentions department never calls, the private banking suite claim they can't do anything. I am stuck