Shcoking TAT and waiting times

I have recently been upgraded to private banking. Subsequently to being upgraded I actually realised that I do not know what this product offers me as the banking cost are quite high. If it doesn't actually offer me anything I would like to downgrade. In order to get all the information I need I would have to speak to someone at the private banking department. I called in twice and the call was cut after speaking to two different people. I then asked the bank to call me after which I was on hold for 2 HOURS!! After 2 hours the phone just cut. I then sent a complaint email (CAS-***-P2T0Z7) 3days ago. I am still waiting for the call that I was supposed to receive in 24 hours.

I think that this is shocking treatment especially if this is the supposed private banking section that should be dealing with high profile clients

I expect a call ASAP