Bad service in addressing an urgent matter

I needed to send money urgently using the money gram service. but the bankers were not helping at all. I explained that I work in an area that is remote and no banks are found near me. The Forex agent kept saying go to a branch, which clearly shows he was not listening. I explained I needed to send urgently and if there is something they can do.

My private banker does not return my calls or emails at all. The other private bankers were not available. What service are we paying for if we have to be on hold for a long time and being inconvenienced. At the end of day I lost a lot of money and had to pay double the fees at another institution. I am seriously thinking of calling it quits with FNB.