Repeatedly not following up

What is the point of having a private banker if you have to keep following up and asking for things over and over again until it is closed out? Well unfortunately that has been the experience I've had with my personal banker ever since she was assigned my account. The latest incident stems from a query I raised about an offs**** account on 14/10/15 (by email). I have until this day not had a reply on my query. I raised it again by email on 13/11/15 and have still not had as much as a reply. Sorry, but this is just not good enough!