Disappointed with the level of service received from FNB

I had an emergency and needed funds from my flexible 32 days notice. I contacted the call center for assistance, after holding for 30 minutes, the first agent told me she was going to transfer me through the fixed account department, that was another 3 minutes of holding before getting to the agent(Bonnie) who the told me she won't be able to assist with my query as it is a Sunday, my question why open the call center if you can't assist. I asked to speak to a team leader she said there was no team leader available and no supervisor.... Really? I find that very unprofessional as she was not willing to help, she also couldn't ask anyone else to assist. She just insisted that NOONE can assist, she had no empathy at all as I was really in a tight situation. I know its not millions that I bring in to the bank but it still contributes to the business growth and profit. For them to fail me was just disappointing. I then phone a private banker friend of mine to tell him fnb wouldn't assist me and he was puzzled as he had been in a similar situation and the bank was able to assist. Private banking or not, customer service and satisfying the clients need should always be a priority. A friend of mine who banks with Capitec went into the branch and they were able to assist her unlocking Her fixed account for her to borrow me R300. I was embarrassed asking her for money as I had money in my account but my bank refused to give me my money when I needed it most. This was dissatisfactory service. And because the agent couldn't assist with my query she then transferred me to a supervisor whom she had told me was unavailable, guese what, I had to hold for another 10 minutes for the phone not to be picked up. All in all this was an experience that cost me money and time. I am very disappointed, you guys have no client service at all. And I thought it was just the branch that provided bad client service, but no every department lacks client service. Really guys.... This is totally unacceptable, inconviniencing and supper annoying. Whatever happened to client service and going the extra mile for clients, and really caring about the clients needs? I lost almost R100 bucks of airtime making a called that yielded no results at all. Instead it left me angry, irritated and still stuck in a very tire situation.