Why have a premium account if there is still no service?

Why have a FNB Premium account if you dont even get the service? I have followed up numerous times about a ***** transaction on my CC account, this has been escelated twice and "you should receive a response in 48 hours" and still nothing. I need this sorted now ASAP, your welcome to phone me but if you do make sure you have a solution and a reimbur*****t date!