Disgusting Service

I call FNB earlier this morning to obtain bank statements, the 1st lady I spoke to gave decent service but didn't send me everything and duplicated a lot of the other things, so now I have to pay R16 per statement where most of them are duplicates and I didn't even get everything I needed. So I had to call again to obtain the missing documentation, hold for 26 minutes, someone picks up but doesn't answer and just keeps me there saying hello for another 7 frustrating minutes to listen to their background noise. I worked in a call center for many years and not only is that being ***** it's absolutely disgusting customer service, something FNB prides themself in. So now I'm using time and money finding have, I really think FNB needs to monitor the calls of their agents and ensure that they are actually taking calls and assisting the clients and aren't just keeping their lines busy causing clients to wait and the agents who are actually doing their jobs to not be flooded with calls, you are paying them to give terrible service...