Card collection

I received a new gold cheque card last week Saturday. And I spoke to a consultant who made an appointment with me for this week Saturday as I had upgraded my account for a platinum cheque account. During the week I researched what being a premier banker entailed. My issue right now, is that I'm standing in a very long queue again. I think I should've been advised that platinum status is not applicable at certain FNB branches. Because I could've stayed on my gold status and not been in another card collections queue. The lady at the door had the audacity to even say that all the people there are all there for different accounts. I thought premier banking was more prestigeous than this. But if this is the case can I be advised which branches apply this principle because it's clearly not at the Maponya branch.