False Promise and lack of commitment

My card was faulty and was swallowed by the atm. I went into the bank to get a new card issued and was told to contact my personal banker for all queries and they will sort it out with no hassle. I sent a email to the [Email Removed] that was assigned to me explaining my situation. It has been more than a 5 days and i have not heard anything. Why do you sell products to clients and charge an extra fee be a prestige banker promising a personal service that is non existent. I might as well just have normal account if this is the case. I'm furious as what was promised is not the case. Surely this must then be breach of contract as i kept my end of the bargain by paying for the service and was not giving the service. At least an email or something but till today received no communication. Is this the type of service we get these days. I now have to drive into the bank and requests for a new card which is pointless as i have a so called personal banker.