First National Bank service STINKS!!!!!!!!!

I would like to know what motivates a bank to "centralise" its operations and this leads directly to the worst service you can think about? Take First National Bank. Not so many years ago you knew the staff and they knew you. You could go to the bank for literally anything. Now you cannot get anything done at branch level. You have to phone the Head Office and then you have to speak to people that do not give a shrivels ass for you. My wife retired in August 2019 and after having a bond at FNB for 25 years without a hitch of a day, because the local staff knew her by her first name, she has so much problems now, it borders on absolute madness. When she retired, she paid off the bond in full, but did not stop some of the debit orders, as she still has her insurance on the house debited against the bond. She could not understand why her budget never balanced and after much searching, she found that FNB had reinstated one of the previous debit orders. This meant she had 2 debit orders going off for the minute amount of the insurance. In early July 2020 she went to the branch and filled out a pack of forms to get her money back that FNB had been deducting incorrectly. Subsequently she has been to the local branch at least 7 times. sent pages and pages of e-mails, made at least 35 telephone calls and been back to the branch 3 times to refill in other forms. On Thursday past they paid in R41 400 into her personal account and the refund was only for R4 963. On enquiring she was told that THEY made a loan for her against the bond again. This was never even discussed and the amount of R41 400 is a total thumbsuck, which she never requested or spoke about. She was promised it would be sorted out within 24 hrs and the instalment of the insurance which was only R1 253 would be fixed, as well as the new instalment of R4 966 would be reversed. Up to this minute she has had no communication from anybody at all. The Randall guy in Jhb who was supposed to have helped her all along does not call her back or answer any messages she leaves for him. And what is FNB's catch phrase? HOW CAN WE HELP YOU???!!!!!!! Yeah, yeah...........