Private Banking not so efficient

My brother and I are private bank clients and the service we receive is really poor. Firstly we have been moved numerous times to different bankers. Our previous left without even handing us over appropriately. We have been assigned a new banker but now we have lost faith in her. We were going to Mauritius and my brother requested foreign exchange and the best she could do was say that a certain branch does not do foreign exchange. She did not go out of her way to assist my bro, neither did she call to see if he was eventually sorted out. It was 2 days before but that is why we have private bankers to assist us in emergencies. Two days ago I sent her an email about my cards that are expiring this month. I cc'd another person who sometimes assist with cards, that person responded at least but since that day I have not received an email from my banker, neither do I know what is happening to my new cards. Is this the type of service we paying for?? <br>