FNB are you ******** me?

So, I am supposedly a premier client, paying more than the average monthly fees for a service that does not exist. I need a bank guarantee letter for a transaction, and have been advised by the premier suite that the bank cannot assist. However the very same bank advertises the availability of this service. I have requested that a supervisor call me back - its 2 weeks later, and still no call! Try getting hold of someone via the app and you are constantly disconnected. Try phoning in, and you hold on for eternity. I am beginning to think that FNB premier is a **** - taking more than the average banking fees for services they are not willing or do not have the capacity to provide.