No response from 'private bankers' via wechat

For the second time, this bank's private banking service has proved useless. I'm now waiting three days for a banker to even enquire what my problem is. The only way to communicate is via a messaging app called wechat. The last time I actually gave up on receiving an educated response.<br> The reason that I am making this enquiry in the first place is because the standard bank mobile app has bugs and is not working correctly. What type of company cannot perform on two levels of customer service?