Poor private banker and service provided

Why do we pay for private banker options if we are not going to get private banker to assist. I have decided to switch banks as Nedbank was not providing any value, I always have to go to a branch as I try call or email the private banker who never responds. I would not recommend anyone to take such an option as you do not get any value . I have now moved to FNB and happy so far. Nedbank must improve their customer service