Premier Banking not educated

I have upgraded to a platinum cheque and credit card bundle. One of the pro's were that i do not pay monthly/yearly reward fees. Still award fees are going off my account. when calling FNB premier banking(also an apparent pro of being a platinum member) the consultant Frank can not even tell me why i am still paying this fee. I also wanted to know what my interest rate is on my overdraft, again he cant help me. wanted to know how interest is calculated again cant help me. He needed to transfer me just to go through the whole process again. What is the use of a premier line if the agents there are useless????