FNB has forgotten the meaning of service and responding to clients

I have a relatively simple query re my credit card. The first call I made to the Credit Card dept at FNB ended up with me being told my calls was being transferred but needless to say I was cut off. My second call resulted in my holding on for 48 min 24 seconds before I was cut off. Sadly FNB has lost the concept of service which is so disappointing as I have banked with them for a number of years.... what has gone so badly wrong with what was once a respected company that one could easily communicate with