To be a private client or not?

Do you really get a benefit from being a private client? I would say the benefit is inconsistent. Sometimes it works really well and sometimes my experience is horrible.

My latest experience is when I wanted stamped bank statements. I have done this before without any issues. I have also been able to authorise myself without a card before as I didn't have it with me.

However this time around my experience was very frustrating. I called the contact centre to follow up on my bank statements and was asked to verify myself using the card. I explained that I lost my card and it was cancelled. The person then said that I would have to go into the branch. I explained to her that I was verified before without the card before and she refused. I told her that there should surely be more than one way to verify someone and she could not help me. I explained to her that if she cannot help me I will lodge a complaint and she was fine with that. However within 3mins someone from fnb private clients phoned me and was able to verify me through my banking app and then promised to send me the statements promptly. She helped me cancel my other card so that I can verify myself going forward because it will show that I don't have any active cards. She tried to assist me with ordering my credit card but for some reason it didn't work online and she transferred me to a different department but to my frustration I was once again asked to verify myself with my card! I decided to drop the call.

I waited and waited for the stamped statements hut NOTHING came through. Someone phoned me the next day to deal with my initial request I sent via mail for the bank statements (How did she not see that someone already helped me?) She then asked me to verify myself using my card a d I asked her to look on the system because she will see that I do not have any active cards. I also told her that someone helped me but never sent through the statements as committed too. She then confirmed that she saw everything on the system and send my statements through within about 20mins.

A week after the whole ordeal I decide to go to the branch to find out what the status of my cheque card is only to find that they just didn't phone me to schedule delivery.

I'm struggling to see the benefit of being a private client.