FNB Service - Crumbling Under Too Many Customers?

I contacted the Premier Banking Suite for new Vehicle Finance help. I received an automated response that I would be contacted within 48 hours (48!) - 3 days later and no response. I complained (this is not the first such occurrence with the Premier Banking team) only to receive an apology but no help. Finally, I Googled what was required and submitted an on line application which was acknowledged but no more. Eventually I called through and was declined due to holding a home loan and an existing vehicle finance account - I explained that I was trading in my current vehicle, not taking on 2 vehicles. I was told that I would be contacted. A week passed - I called again and was told that I had confirmed I would be selling my current vehicle but as I had not already done so, they would not consider my new application... Firstly, what on earth is going on at FNB Vehicle finance, this cannot be a legitimate response? Secondly, what on earth am I paying for if the Premier Banking Team never helps or responds? By contrast, I contacted Nedbank for help: they offered me a prime rate, much better rate on my credit card and excellent service - looks like I am moving all my business there.