Customer Service levels are dropping

I have been an fnb client from 2002. I am so disappointed with the service recently. Bankers are not helpful, they want to sell you products but when there are issues. They don't know much and refer to another division. I requested at downgrade on the 28 august, come 2 months later I am still waiting for them to do it. I logged incontact queries, where there should be 24 - 48 hours turnaround, no response one month later. I went into branch and they turn you away to use the app. The secure chat on the app is dismal. You send a message at noon and get response 7/8 hours later - 9pm, 10pm. It's sad to complain but the service at this bank is going downhill. I appeal to them to relook at their customer service and improve because loyal customers are getting fed up and there are options out there. Also digital platform edge will dwindle.