Fnb Disappointment

So i have been i Premier customer for a while now and upon the promotion of this I was promised that i will have a team of bankers supporting me fully to resolve my problems. Today was the first time i really needed their assistance in resolving an issue and this is the worst platform i have ever came across. I would like to know what is the point of paying monthly for a team of bankers if they are not even able to change your contact details? the secure chat tells me that they are not able to assist as i do not have a Banking app! The more I tell them I am trying to get my banking app but the OTP number is being send to my old cellphone number the more they are telling me to contact other a 087 number. when i contact the number I am told to go to the bank because they are unable to assist me due to the fact that i can't authorize the call on my banking up. I would like to know, why am i paying monthly for the services if i must still just go in to the bank?