Disappointing service delivery

For the last 2 years I have been a loyal customer of FNB, never missing a payment, promoting the bank and the services they provide to all my friends. That is why I was recently outraged upon visiting a slow lounge (a value added service, promised by the bank to it customers) only to be notified at a later stage that I apparently did not qualify for this service. From what I can gather after speaking to my personal banker, is that the same minimum criteria to qualify for a platinum account is the same as the minimum criteria to qualify for this serve I can enjoy as a Platinum account holder. Even after checking this site, to make sure I did not miss anything, [URL Removed] there was no mention of qualifying criteria of this site, other than Level 1 reward. One would assume being a platinum account holder, qualifies you for level 1 reward, seeing that both criteria are the same. <br> Upon calling my personal banker, and escalating the matter to her manager, I was notified the bank does not have the capacity to help me. This is an outrage and unacceptable service, as I was let to believe the culture of FNB is a customer centered environment.