What's the point of having a prestige account

What is the point of having a prestige banker when they are not even willing to assist. I called in on Friday to increase my overdraft limit, the consultant that I spoke to did everything in her power to assist however I could not provide three months payslips since I just started a new job in January and due to a positive case the building of my previous employer is closed. The constant reached out to my prestige banker by the name of Grace who promised to call back. I am still waiting. What I do not understand is that I do most of my banking with this bank and I have been with them for more than five years and when I need assistance I get nothing