Appalling service form a big bank

If there was a -5 star I would have selected it. I don't know why I continue using this bank as their customer serving has been sub standard for years. I ALWAYS battle reaching them, be it email or phone. I have been waiting for an outcome for a credit limit increase, I even had to apply for the second time as the first one has 'expired', despite my follow ups and while they did not reach out to me. After I reapp****, again they are not communicating. I had to hold for more than 10min (5times), without any consultant taking the call.