False advertising

I recently upgraded to a Platinum account with FNB. I've been with FNB for over 6 years, I have my home loan with them, my husbands car etc. I looked on their website under their Platinum cheque account benefits, one which includes access to the slow lounge. I was very excited to be able to use this, the one time a year about I travel. Only to find out that they took R500 off my account for this! Without ANY NOTIFICATION! So imagine my surprise when I swipe my card and there's a chunk of money missing. Their response when I phoned on Monday was that you need the Platinum credit card as well, otherwise you don't qualify for this benefit. So the lady I spoke to didn't help, she just referred me to another department. So I finally today get a short email, asking where I see this as they don't know where I saw this. So I sent them links, screenshots etc. Still no response or resolve. It has been 5 days since my initial contact. I asked again could someone please assist me urgently, but no.<br> My ***. It isn't so much about the money, than the false advertising, take off R500 without ANY notification, and the extremely slow response and lack of interest to help me