No service from Premier banking

Twice this week I have tried to get through to the Premier bank call centre, and both times have been unsuccessful and highly frustrating. Today I called 3 times, held on for 5 mins, then 3 mins then 10 mins and when I get though to the agents, the call is just cut off without anyone actually speaking to me. I can hear the call centre before the call is cut. Earlier this week it was just as bad, and I eventually insisted that one of the telephone banking agents help me without transferring me to Premier banking, which he did very efficiently and my query was resolved. Why should Premier customers get no service? I have also tried to contact my personal premier banker, once in December and once this week and have never had any response to either query. In December I also called the customer care to get feedback regarding my query and was given the call ref Rj*** and this also has never elicited any response. How should queries with FNB be resolved?