FNB Premier Banking Services is a sham

I required a bank statement or some form of bank document with my physical address on it. In my mind this is a basic request from my bank (when I had a student account with Standard bank it took me only a few munites to get one of these).

Monday morning I go on their website in search of this. After 30 minutes searching for one and having purchased bank confirmation letters that do not contain this information, I get frustrated and decide to make use of the "premier bankers" that are "available 24/7" to support me. I call the premier banking call center and get put on hold for 15 minutes. During this time I have an annoying message repeatedly playing in my ear about how much I must love holding otherwise I would use their "award winning website". I tried using your website and it was useless, don't tell me to go back to it!

Anyway after 15 minutes, I get tired of holding and hang up and send them an email requesting the statement. The response I get back is I must wait 48 hours.

I would like to point out at this point that this is the "Premier" service... not answering calls to the call center or answering emails for 48 hours. Exactly what am I paying for?

Anyway FNB falls silent until Tuesday evening when I get an email response saying they can not help me over unsecured channels and that i must use the in app chat. So Tuesday evening I go onto their secure chat to request a statement with my physical address. At the same time I start the secure chat, I call the premier call center again. After half an hour of chatting on the secure chat, the agent helping me could still not help me get the statement, however he promises he will have his manager call me in the morning (spoiler alert, the manager never calls). Now the whole 30 minutes I have been on this secure chat, I have been on hold with the call center. A premier banking call center that makes you hold for 30 minutes... think about that. I am paying for "premier service" that is at the same level as a government department, what do normal banking clients have to put up with...

Anyway, finally after holding for half an hour they decide to talk to me. After a 10 minute conversation they "fix the problem" and say they will have the finance department send me the statement first thing in the morning.

Well it is now Wednesday afternoon and I have received no phone call from any manager and no statement.

Now usually I would remain quiet about this and accept that banks are only interested in charging me fees and not helping me. However, considering that the FNB's inability to fulfill a basic request cost me over R40k, I am (I feel) justifiably annoyed. I needed statement with my address to finalize a deal that has since expired.