Private Wealth not sharing requested information for Structured Loans department

I have a Structured Loan with FNB and have queries on the statements and transactions therein. I sent an email with details to my assigned banker asking for direct contact to the Structured Loans department but I am seemingly not being given this information. The responses sent by the banker contain a lot of "likelihoods" which I am not happy with hence repeatedly asking for the direct contact to Structured Loans. I further asked for the same information through Secure Chat (Private Wealth) but I just could not find any joy even there. Why am I being confined in the Private Wealth department that seemingly has no facts on my queries but "likelys"? Can I please have contacts to Structured Loans department so that I can see if this needs to be taken further to the Ombuds.