Inferior on line support

Ok where to start . I was \up graded"a while back from Gold to Platinum whoo hoo and was surprised that after a year on Platinum suddenly my language preference changed ? I did not request this change .Is some one messing with my account ? I also do a few on line purchases and the bank of late has has issues getting one time pins to us .Also not letting payments (eft) reflect tymeously has lead to duplicate payments causing frustration for me and confusion for the suppliers. On line banking allows us to contact our premier banker . I assume this is some one who is extremely busy because they never ever get back to me to address the complaints I lodge on line even though I pay for this service . Banks wake up people are getting sick of your lousy service and bad attitude """