2nd Complaint in 2 weeks. Different department

Once again I'm forced to log another complaint...FNB seems to be bringing out the best in their clients. 2 weeks ago I logged a complaint on FNB debiting my account for an Insurance Policy which was cancelled in 2016. FNB Insurance did not make the effort to contact me, instead they e-mailed my husband a confirmation letter after I had to call them...talk about "How can I help you?" SMH. Last week I received an SMS regarding my personal loan stating that they will be debiting my account on the 15th, not contacting me but sending me an SMS. Unlike FNB staff, I do not get paid on the 15th in December. When I contacted FNB Personal Loans they couldn't assist but instead directed me to FNB Collections. After waiting almost 30 minutes I managed to speak to Thabang Lebwaba who said he will refer it to his Admin Dept. I now have to wait for "SOMEONE" to contact me to sort this matter out. When will FNB start being less Innovative and more customer orientated. Is FNB more worried about making money than retaining clients ? I wonder what is the rate of clients leaving FNB. The most dishearting thing for me is that I am an ex FNB staff member. I was a Banker. And there was never a day that I did not put the client first giving execptional service. I now understand why FNB is not only losing good clients but also good staff.