Why is RMB's HUMAN touch insulting

Having poor service for over two years, six months of which I had no personal banker as he left, I got an e-mail to say we now have a relationship manager, Sikhumbuzo. He sent me an e-mail boasting of how RMB’s “relationship model is built around you, using deeply personalized service to help you better manage, grow, protect and enjoy your wealth”. I sent him a welcome message and asked if he could help me with some queries, but he is in such demand he did not have time to reply. I appreciate that I am getting far more junk and marketing mail from him now, so he really is busy. I thought I would try and escalate this again to his manager, Graham, who has helped in the past. I need some advice as we have a bond that is nearing the end of its term and some investment where our interest rate is less than 1%. Graham has fortunately explained that things at RMB have evolved and as such a private banker “don’t necessarily have the ability to pick up that information quickly” They have better options and staff in place to help with bonds, offs**** investments, etc. I can call the help desk who will gladly assist me if I go through the authentication process.

Wow, am we not lucky to have all my personal and business accounts, our wills, and our offs**** accounts, as well as our children’s accounts, bond, etc. with such an amazing bank that has “PRIVATE BANKING”

The only thing I am confused about is what RMB mean on their website when they boast of a “HUMAN TOUCH”