Customer service down the drain

I am a premier customer and I dealt with Gwendaline in the Premier Service Suite. She is by far the WORST customer service provider I’ve ever encountered. Refuses to answer questions in a timely manner, leaves me to beg for responses, takes 5-10 minutes between each message, no empathy or professionalism, just a dedication to be slow and copy and paste answers to questions no one asked. This is the norm for FNB these days and yet they call you once a month to upgrade to private wealth, I don’t see why I would do that honestly.