Unresolved queries

As much it has been a pleasure dealing with the FNB app, it is extremely frustrating to get your private banker changed. I have had various messages sent on the app with requests on my account Investment/Homeloan. I have tried phoning my private banker on various occasions I had a call from her once where she committed to phone me back. I want to understand how you get to speak to someone senior to resolve my queries. I want someone who is capable in assisting me timeously.