Uninterested staff and no personal bankers!

I have made various enquiries via call centre and contact form to enquire about my home loan account (I am still waiting for a consultant to call me back from 2 months ago!) but every time I get through to the call centre the staff don't appear to know much about anything home loan related, and also sound totally and utterly disinterested! I was recently upgraded to a Platinum cheque and credit card facility which gives me the service of a private banker - well, to date, despite all my attempts to get in touch with one I have NEVER been able to reach one! The number just rings and rings. So, I went into branch yesterday for assistance and was told that they could not assist either that I had to call the call centre. She also tried to get in touch with a private banker and commented at how ridiculous it was that the number just rings and rings. So, I have emailed again today and hopefully will receive a response to my email! I don't hold out much hope!