FNB Platinum

I sent an email to FNB Platinum on Monday to assist me with opening a shares investor account or to direct me to the right department, I still haven't received any response, I had to phone in yesterday afternoon to find this out, I don't see WHY I am paying more in banking fees when I am NOT getting what comes with FNB Platinum, I am so disappointed in FNB. I wont stay for too long with them. I refuse to pay so much in fees not to get the service I am supposed to receive. AND I still haven't received the documents to open a shares investor account as promised by there consultant I phoned yesterday. thank you FNB for NO HELP!