Private Bank yet no Private Banker assigned

I am a private banking customer yet do not have a private banker. I opened a new credit card a few months ago and was promised no card fees for the first few months and no finance charges also for a few months (3 months for one and 6 months for the other). I have been charged card fees and finance charges from the get go. I have emailed the private bankers general email address (as there is no other direct email and there is no option to chat / email on the SB app). I did not receive a reply to my first email. After the second email I received a call from someone called Rose. She said she had to check with the person that opened the account, I think her name is Constance. I have not heard back from either of them and that was abount 2 weeks ago. I am very disappointed. My main bank account is with FNB where I am not a private client but rather a premier customer (lower that private) and the service is 100 times better. There is a place on the FNB app to chat to a banker and they literally reply to me in a few minutes. On top of that all, I had to collect my card from a branch (FNB delivers all cards to me, including replacement cards). Very disappointing Standard Bank. I will be cancelling my account shortly.