Cannot communicate with my bank without complaining.

This is a two-part complaint:

1.) I cannot contact FNB - The phone calls drop all the time, the customer care only calls once, rings for 11 seconds and if I do not answer within that time I never hear from them again. Emails and texts are pointless because they go unanswered.

2.) I was contacted last week to upgrade my account to Private Banking. I asked for a callback two days ago, I received none. I figured out I could perform an application for the upgrade on my app and did so. I received no further correspondence. I got a call from a courier company yesterday saying that my new card would be delivered, but no information was communicated from FNB. I was promised that my banking fees would be waved for the first three months and I have already been charged. I tried calling customer care and the phone dropped.

I feel like an idiot for trusting these people with my money.