Why are banks allowed to treat us like this?

I am tired of having to pay bank charges and having to comply to every rule and be by the book to just be thrown into the ocean by ABSA employees. Why is it that when you call you cannot simply get a person who answers the phone in a friendly manner? Who wants to help you? I called to get a settlement and the agent on the other side was so excited to help me that it took her forever just to get my details and read her terms and conditions. After being already annoyed by not receiving service she then continued to be spitefully slow ( I know this because she started uttering every word in painful way) and then put the phone down in my ear when asking for a reference. Can someone tell me what bank in SA has actual Customer service. I will move today I don't care what it costs, but I am so tired of hearing these spiteful people who have jobs on the phone handling my finances.