Complaints FNB service an utter disgrace

I am shocked to say the least concerning the appalling service I have received from Complaints FNB. I called FNB on Thursday afternoon and couldn't get to speak to a consultant as I couldn't get past the voice automated prompt which only understood complaints which I opted for due to frustration. Upon going through to Complaints I came across an utterly rude person who is employed there by the name of Falencia or Valencia who proceeded to treat me in a disgraceful manner. I then asked to speak to her manager and she advised I cannot as they are all working from home. I then responded to her to get the manager to call me back I was asked what is my complaint and I advised it is your service that I would like to raise as a complaint. Falencia/Valencia then called me back within the hour to say her manager is in a meeting but will call me once available. That was on Thursday up until today I have not received a call back from said manager. Now I am in disbelief that at complaints FNB I am receiving horrific service where your consultant cannot stand the client and on top of that your managers cannot be bothered to get back to an irate client. It is so sad, I have always sung praises about FNB and how great they treat their clients and I tell people to move to FNB the service is the best they know how to treat their clients. Now I am forced to relook at what I am saying because you at FNB have really dropped the ball. Now when people advise me to move to other banks I feel that I will really need to think and consider maybe its not such a bad idea as you have really disappointed me.