Concerned about service from FNB

I have been a client of FNB for 10 years, & I must say I've had good service. I want information to open a Unit Trust with their Horizon platform. But I require further information before I commit. I have made 3 requests for someone to contact me, via the FNB app. Until today I have not received a call from anyone in their financial dept. I went into a FNB branch & was informed there was no one who could help me & I should apply via the app. The consultant, obviously did not listen to me or did not understand. I'm very upset with the level of customer service from the FNB & I am wondering if this is the bank for me, as there seems to no concern for me "the customer".