PRIVATE CLIENTS DO NOTHING

I am a private client, on the 11th of June I requested to change my debit order of a loan account, and a device payment as my company moved our pay dates. I was told that the device I do onthe app and the loan I did on the phone. 4 days later I was sent a form to complete to change my loan date, where I have to fill it out, scan and send back. I thought this issue was done already. I advised im not working from the office, how do I print and scan as I dont have a printer at home. NO reply till my debit went off and there was not money. I had to use my loan to pay for the device and loan. If this is how private clients deal with their customers, why am I paying so much has per month for this service? The banker replies only after a i sent an upset email saying I can do it electronically.... well I'm still waiting on how to do that!!! I feel I'm getting ********** paying for these private bankers and they just let a client fall flat like this. Also the private banker that I thought was ours and assists my wife and I never replies to me. I also gwtbher assistant or another banker.