Empty Promises / Poo Service

Nedbank claim : "A private banking experience that emphasises convenience, quality and flexibility for a fixed monthly fee or on a pay-as-you-use basis." I have to disagree. I emailed my private banker on 2 July 2019 for 2 different things (separate emails). Upon not getting any reply, I followed up on the first on 8 July 2019 and the other on 11 July 2019. Thereafter I called him (cannot recall the date) and he acknowledged that he had my emails and was addressing them. As I heard nothing further I called again on 17 July 2019, there was no answer but the voice mail message referred me to a colleague. I called the provided number on 18 July 2019 at 09:19 and although I could not speak to the contact, an agent tried to assist, but because of the nature of the request, she promised to send an email along to the banker to contact me urgently (still to date no reply!!). I called again on 23 July 2019 at 11:14, the agent took my number and said it would be passed along to the banker who would call me that day. Guess what? Still no contact and we are sitting on 25 July 2019. I have to say that this service is far below standard and ask what is the service we pay for providing?