Prestige banker does not assist, just refers your request to other departments that never respond

Email to prestige banker 14.12 to request assistance with home insurance question. Email received back on 15.12 my email has been referred to the home loans department. Follow up email sent on 18.12 that I have heard nothing from them. Receive the same email back that my email has been sent to the home loans department and I can call them. I tried to call and had to put the phone down after holding for more than 10 minutes - see photo I took of my phone. I just have a question................facebook chat just refers you to the branch. I am working and cannot visit branches or sit so long on a call to get an answer . What is the point of having a prestige banker , call center or facebook chat when none of them can help you.