Bad customer service

Pathetic!, it's impossible to get through to option 2, for existing accounts but easy for new accounts. I contacted *** because I had a query, since Monday I am struggling to get through, always keeps on saying the person at extension ??? is not available. Yesterday I resorted to option 1 to get help and I complained about the mediocre service at option. today I phoned again it's the same thing not available!, selecting option 1 again hoping that I will get help just like yesterday but was told that I need to select option 2 to get help. I explained the frustration about option 2 where there's no one to answer. The consultant explained that they are aware of the error and opted to take my number to get someone from there to phone me, I'm still waiting even now. This is bad service from FNB. Does it mean that they are available to help when you need to open the account but once the account is open and the revenue start to tick in you are on your own as a customer?