private/personal banking worst service

Nebdank personal /private Banking. We clients have to pay allot of money for this service. The service is anything, but convenient. My account was hacked on a Sunday morning, and I cancelled my cards .I went to the bank to go find out about my account etc. only to find out that I have to make an appointment to see my personal banker as the personal banket does not sit at that branch where I opened this account and that no one can help me in my time of crises. I asked can I get a ticket for a consultant. I WhatsApp my private banker and asked why I was not informed that the banker is not sitting at the branch I need help, and I am in crises my money is ****** from a card that is locked up in a safe.NO reply on WhatsApp until I had to phone. The banker said they would phone back but no phone call, a WhatsApp with all sorts of question.Eventulally a card dispense lady came to help me.But unfortunately nothing was resolved