Having a banker that you cant access but you are charged for it

I don't have access to my so-called banker, when I sent email, it gets rep**** after few days, way after the emergency have done damage already. I have asked the manager to change my banker but she ,is not answering or replying to my email, I even asked to down grade my account from Prestige account to a normal account without fees for a banker, Standard bank manager still has not rep****, I guess am just a number to them, not a client. I want my account down graded to exclude the charges of the banker as no services have been enjoyed from them.