Dissapointed in FNB for poor customer service

I had a query on my FNB smart spend loan account so i decided to log a query beginning of January on my online banking app but i never got a response from them until today. I then proceeded to log a complaint the same way a logged the query no response until today. I then called the customer service which put me through to the FNB loans department which i was on hold for, for more than 20 mins before i hung up. I am a premuim client with FNB for years now and had good service in the past but now im really dissapointed with their service and im considering switching to another bank.