Awful private assistance

Secure chat. 11:04. I request to close an account. 11:04. Agent signs in and asks what they can help with. 11:05. I repeat the request 11:14. Me: "Hello?" 11:17. I repeat the request with a question mark 11:19. Agent: Please hold while I look up your details. 11:27. Agent: Please note we can't close it due to purchases pending. 11:31. Agent closes conversation 11:32. Me: "I haven't used the account in weeks, what is still pending?" 11:32. You will now be routed to an agent.

This isn't an isolated incident, FNB has become absolute trash with regards to service and product offerings, but charges a premium as if their service and product offering is top-tier. It isn't.