What is the use of a private banker if they don't offer assistance or feedback?!

For the last 6 months I have been struggling with my "private banker" to assist in me with a substitution on my bond. In this day and age where everybody is struggling to keep up with rising interest rates and living expenses one would presume that you can expect some help from your bank, especially if everything is with said bank, but I don't get any assistance and I am really at a point where I don't know what other route I can take. Shocking service in time of need