RBC Avion VISA Infinite Privilege Consumer Reviews

I have been trying to speak to an agent at RBC Rewards Travel for 2 days now started yesterday at 4 pm by 10 pm I knew that no one was going to answer the call because
they went home at 9 pm. I started this morning at 9 am and it is 618pm and I am still on hold and probably will not speak to anyone tonight. I will have to keep trying for days.
I can't believe how the agents are not able to answer calls in a timely manner!!!!
This is ridiculous and very frustrating!!! We pay for a service that we can't even get good customer service... I booked a flight and all I want to do is cancel and get my money back and it is not happening that easy... This is so frustrating!!!
What kind of business is this???
Very bad customer service!

I booked a luxury hotel through the Visa Luxury Hotel collection, which should have VIP status, upgrades and some cash discounts on food and beverage. However, not only there is no VIP nor upgrades for my room, but I was treated as other customers and had to wait over 30 mins for the room to be available at 5 pm. (I arrived at 4 pm). I do not feel any "privilege status" during my stay. I tried to book a family trip using RBC rewards apps, but it says the dates I have chosen were unavailable. But I know rooms were available since I've tried to book through the hotel's official site. I then turned to the Infinite Privilege Concierge for help, after speaking to the representative over 30 mins to provide EVERY INFO, then the representative says she needs to transfer me to the RBC Reward hotline to better help my situation. After another 30 mins call again with the representative providing again EVERY INFO (AGAIN!), she said a fee will be charged if I make any booking over the phone. I explained my frustration and hung up at that point.