WHY DO WE HAVE PERSONAL BANKERS

I booked tickets through Air Asia and the same amount has come off my account twice. (the one amount is sitting in outstanding debit authorisations) I called FIRST NATIONAL BANK on Saturday and they couldn't assist me because I needed to get hold of my personal banker and complete forms. So yesterday morning I emailed and called my personal banker \Joyce"and I still haven't received a reply email or a return call from her. I then emailed a call centre and I was told I would get a reply within 5 working days. That is unacceptable!!!! WHY DO WE HAVE PERSONAL BANKERS???? Thai Air is blaming FNB and FNB is blaming Thai air. I don't care who is to blame I just want my money back!!!! """