Lack of service

I am appalled by the lack of service this company is rendering and when you voice out your dissatisfaction it seems as if you are craze there is no that sense of urgency or understanding. I logged a request for a service which is offered on a platinum option imagine the nerve of paying more for less. I get a message for something totally different from what I requested for. I called to inquire gave my reference number and was transferred after holding for 5min I was told that I am going to be transferred and that's when I lost it, The reason I gave a ref # it should have alerted the person to redirect my call correctly pity the line was bad and could not get the names, I was told that every time I need to announce that I am a platinum mbr shouldn't a ref# Itself an indication of a type of query? This is not the first time I complained internally but surely the do not care the lady kept on speaking over me when I voiced out my opinion