PLATINUM Banking for what?

I phoned the premier banking call center asking for a loan settlement letter urgently and an hour later I am told that they are closed for business they cannot assist me when I still haven't received the email. Now I will be forced to pay another days interest because of poor service. A very nice agent Tshego explained to me they don't have access to loans information otherwise she would have helped me. Considering the banking fees I pay I expect prompt service not a loans department who answer phone and let you talk to yourself while the agents chat about what their plans are after work. THANK YOU FNB BUT I THINK ITS TIME TO PACK MY BAGS AND LEAVE.