excellent poor service!

it is now the second time in a period of a week or so that the FNB secure chat function let me down. I am not sure what is happening there, but the people passed me form the one to the other the first time and nobody could assist, and I got so frustrated I just quit! now today, you get placed in a queue and there you stay. no response, nothing to tell you how long you have to wait, just the first message you are number 2. now being number 2 and you wait and wait and wait, is frustrating. reading the newspaper report this morning of the bank ombudsman evaluations says a lot. so sad that the people who the banks should look after are just another item.