Terrible Service!!!

I was phoned and offered to be upgraded to Private Clients, told about how wonderful it would be do have a dedicated banker look after your interests. When I decided to take a loan, I phoned through and couldn't get hold of anyone to help me for 30 minutes (I called 3 times and kept being put on hold or cut off) eventually on the fourth try I spoke to someone and instead of helping me and telling me what my options were she just said apply on the app. Now I am stuck with a personal loan at 24% interest but could have taken out revolving credit at 17% interest. Been waiting over a week for someone to try and help me sort this out. All I want is for the loan to be canceled. What is the point of being a Private Client? Just another way for the bank to rip you off!