No premium service from a supposedly premium bank

Called this morning regarding fees on my account. The first agent was clearly working from home with a bad connection and couldn't hear me well. Then she couldn't hear me at all for some reason. So I had to put down... Why didn't she call back if she had my details? I then called m again and spoke to Mini who hardly understood my basic questions and really wasn't clued up. A most frustrating experience... Not the type of service I expect from a 'premium bank' I'd like a team leader/supervisor to call me asap