Poor client service

I am struggling to understand why a I have a banker..let alone 2.

I sent an email on the the 27th of Feb regarding unauthorized debits to my account. Everytime I try and call my main banker. She never picks up..never calls back.

I only get responses to emails after I follow up. Now, my query is on a 30day calander wait..but I logged a month ago.

This is poor service.