Useless FNB ***** and private clients services..nxa

I had a ***** incident at the end of July, logged it with the FNB ***** department 28 July, was told i needed an affidavit and to open a case with the police which I did promptly a sent through all the required info and documents on the 31st July. After that the consultant handling the case totally went silent during the month of August, I had to call the ***** department numerous times myself because i was not getting any feedback and each time i had to explain my story . The silence cand me having to follow up myself continued right to the end of September, after another call I firstly get told that the delay was because of the other bank, then i get told that the case was resolved and an indemnity form was sent on the 26th of September (which i have not received till today), what's more shocking is that again i had to make numerous calls and I was told i need to go to the branch, i actually thought the point of paying for private bankers was so that they can assist you with such matters, I received an email on the 1st of October stating that I will be contacted before the end of business and the consultant will get back to me, what's the point of being an FNB client or paying for private banking services if i have to do the follow ups myself and being told to go to the branch.