Unprofessional Banker

I app**** for vehicle finance with this organisation and the cost were explain that I'm going to pay a certain installment and when it month end they added extra money which was debited into my account and left a negative balance and now that they need to fix it, my private banker Florah, from nedbank private banking in Greenstone is giving me a cold shoulder. I've been sending her complaints and she has been ignoring me. This is just to *********. I mean I have a private banker that I pay for and this is a service I get. I am thinking about moving to another bank, I'm so irritated by the service.