Private banking is useless

I have been with FNB for over 15 years, and a private banker, but I never get private banking service. I contacted my so called private banker to assist with a credit limit request, and she responded a day later, referring me to another department. I then contacted the department, which advised that the request had been received and would get feedback within 24 hours. Post 24 hours, I contacted FNB through the secure chat. Was on hold for 30 mins to chat to a service consultant who gave me a list of requirements to submit, which I was never told yesterday, including going to the branch. What is the point of private banking or even having a long-standing relationship with the bank ??????? Sure all my records are with the bank and now all of a sudden have to provide basic documents as if I am a new client.