BAD BAD Customer Service from FNB

Frustration overload - been banking with FNB for 11 years. For past 18 months I have been struggling to activate a policy that covers my credit card in case of unemployment etc, with NO luck. Emails being sent back and forth - telephone calls that keeps you hanging on for hours and then eventually you get cut off! IN THE EVENT that someone phones back - the phone rings for 1 second and you get an sms saying FNB could not get hold of you. I am at my wits end. Next step is closing all my accounts (4 or 5) and they can blacklist me ! If you are not prepared to help me - you can take the loss ! I wonder how many people actually try and rectify a situation and keep payments up to date and the FNB does not assist ...