FNB has lost its customer care touch

What happened to the FNB that I knew . My number 1 bank , my day one bank , my very first bank to use . You guys have lost touched , your call centre agents are not happy that we called . Your branch consultants don't have that human element , no soft skills it's like they are running a ****a shop . I know for now I am just a drop in the ocean but honestly you guys have dropped the ball.