Extremely bad service on chat services

I love FNB as a bank, but the services being provided by agents its horrible horrible from the previous month my account was upgraded without my knowledge and thats unlike FNB they would have informed me, i did go to the bank branch a month before this upgrade im wondering if the consultant who assisted me did that and IF thats the case thats *****ulant but i cannot assume that,i need clarity on this too, all the departments didn't assist i then was downgraded then i was charged so high to downgrade on top of already paying so high for something i didn't agree to fine moved on. now i want clarity on why i have such a huge minus on my account were is it coming from and the agents just END the chats with no further assistance being offered within seconds ENDED i have good internet service so i know i don't delay with response and I have been very polite with them but whats the use of going to work if all the employees mentality is not clear on why their hired by fnb basically no one is willing to assist on those chats at all they don't care to help.