Different banks have different levels of service. Often times a local, non-national branded, bank will have the services and service you might expect from your banker. Of course if they get to successful they get sucked into a bigger non-service oriented bank.

Wells Fargo seems to be particularly bad about things. I had a 'lifetime free checking account' with a local bank that ended up getting bought by Wells Fargo. About 3 years in to having my Checking there they tried to charge me a fee for it. I pointed out it was 'lifetime free' and they agreed to honor that when they bought the previous bank. They acquiesced and for the next year it was free. Then the fees started up again. Another call, another mea culpa, and quiet. Then the fees started up again. At that point I severed my banking relationship with them. (which I suppose is what they wanted)