Premier Client waits 6 days!

I am an FNB premier client and sent a request over 6 days ago for assistance. After my second followup email with regards to my first request palced over 6 days ago I get a phone call asking if someone from the relevant department has phoned me, to which I say no. They then say they will transfer me to the right person to which I hold on my cell phone at the office at the most inconvenient time ( I was not even asked if now was convenient for me) and then they just hang up or the line just goes dead. Nice one FNB. ***!