FNB Premier - Doing everthing myself anyway

I received very poor service from both FNB Premier call centre toeghether with FNB Kyc for updating my address details. I am paying higher banking fees for being on FNB Premier, but I would have saved alot of time just going in to the branch and sorting it out myself. I phoned FNB premier and first told me the documentation would be sufficient. Then submitted it and after days I heard that it is not. Then submitting correct documentation to KYC and not hearing anything back. Then phone Premier, was told it was sorted out, later when I want to apply for account, again hearing it is not. Then being put through to KYC with no answer. Phoning them myself, after waiting call being dropped. Then I asked to speak to a manager, and being put on hold. Not having been called back since. Is FNB Premier code word for "Following up and doing everything myself anyway?"