Private banking - Useless

So I joined Nedbank as a private banker recently, paying the extra premium for extra service but Nedbank is not coming to the party. I'm getting no assistance with changing over my debit orders, I phoned - No one is getting back to me. I complaint - no answers. Now what do I need to do? Nedbank is taking my fees on a monthly basis for private banking, but I get no service at all. Pathetic to say the least.