Terrible private banking experience

I have private banking with FNB and I have never been able to contact my private banker directly but I get by eventually through other bankers or by going into the office myself. I am currently not in SA and have been trying to call my private banker using international phone calls and I am unable to get to him in the office or on his cell. When I try to speak to another banker and hold the line it takes forever to go through and then the lines are really bad and I can't understand anything that is being said. I still have no reply from the email I sent 5 days ago and I have sent another email to follow up 2 days ago and still nothing. Not even a receipt of the email. Why do I pay so much banking fees when I can't even make use of the services that I am paying for? This is NOT the first time this is happening. Very disappointing and I will seriously have to consider switching banks when I am back in South Africa because FNB is clearly not willing to deliver what they promise