Bad client experience

I have made an email and SMS request to my banker,Dikeledi Pintsi to increase my overdraft reduction fee from R1500 to R2500 in April 2024,she didn’t do it,I then sent another email on May to request again,She sent an email to say she will do it right away,today it’s the 28th of May it’s not done,even the old R1500 isn’t deducted,I am not sure if she cancelled it altogether or what,I tried to phone her,she’s not picking up her phone as usual. I am a prestige client and I’m paying for my personal services which aren’t rendered to me. I have expectations that aren’t met.