Private Banker

I advised by private banker 3 weeks ago of the *****ulent transaction on my daughters account. Investigation took forever to understand what happened and after a good 3 weeks I received an sms to state that ***** investigation concluded. Till today I have not received any calls from the frad department let alone my private banker state they waiting for the ***** report so that they can email me. First I pay for private banker service but it doesnt seem that I get swift responses and also they send me an email that the ***** report will be sent to me. Why must a ***** report be sent and not them calling to explain what happend , understand the risk areas and assure me that my account is protected. I am considering even changing either the private banker or just switching over to another bank as the service experience is not up to standard.