Private (personal) bankers does NOT exist

I have on numerous occasion gone into the branch at cresta asking for help with my overdraft to extend it as I have a private banker which is permanently on Maternity I have asked who is her back up. According to the cresta branch I must phone Sandton and ask them, I asked the branch manager who had an attitude if they can please phone and ask them. They said no I need to do that myself. I have been a Standardbank client for over 20 years and the private banking client package is a "****" I dont have one and the one I had has been on Maternity leave for almost 2 years every time I need assistance I have to just do it myself the cresta branch is extremely unhelpful . I would like to extend my overdraft and no the bank is saying because I was affected with my Salary for 3 months due to COVID19 as my employer only paid a portion I have a bad credit score rating but no one wants to listen to my motivation and the cresta branch said my personal banker should write a motivation but I pay the fee but I dont have a personal banker????? What must I do beg to please get a personal banker to help me?????????? I am so frustrated I really have never experiencened such bad service and very dissapionted to say I have been your client for 20 years (i am aware you have lots of clients) but why do I not have a personal banker as you promised me to help me. Not even sure if I will ever get a reply. No personal banker but I am paying the fees for one (or rather none)