Aren't call centers supposed to be a convenience?

I called the call center 3 times this morning - all 3 times I was waiting for my call to be taken, I waited to no end until my airtime was finished. Call centers are supposed to be a convenience so that we don't go to the bank every so often. But your call center is anything but! It's ridiculous and totally unacceptable that I had to use over R60 airtime and I still didn't get through to an agent. You can't make us hold for 365 days on the phone like you buy as airtime. I could've bought bread and milk with that money. I have now wasted it and I still haven't been helped. Seriously, do better! I'm extremely upset because I've been a loyal customer to FNB for well over 8 years.