Bad service

It baffles me that for most of the day I've been calling, sent an email and even tried to communicate with FNB via Twitter and I am receiving no form of help yet I was informed that I would be sorted within an hour of submitting my documents that were requested. It is worse on Social media because you have to repeat what you have said even though you have provided a reference number. What happens now if I'm in a secluded area and I can't get to any FNB branch? What's the point of having consultants if they won't assist despite being given the necessary info they require. I'm definitely changing my bank... I can't run my business with a bank that makes zero effort. Only one kind lady (Leah Marshall) gave me the necessary information and the necessary numbers to contact... The rest?