Unacceptable service

Unfortunately, this is the only platform I can use to get an answer. I honestly don't understand the concept of being a 'Private Client' when my banker is hardly available and no other consultant want to assist when I call in because I am a 'Private Client' who should speak to my Private Banker?! All I wanted was to apply for a retirement fund and my email was sent on the 11th already; its the 14th today and still no reply after sending numerous emails. I've even called in to set it up myself with a consultant but he apparently couldn't do it; I should speak to my private banker he reckoned. Should I do this with another service provider or will there be someone to take my call and set it up for me?????