FNB hopeless service

I have three problems with FNB. Attempted to book airfares on my Credit Card but my payment kept getting rejected. Phoned call centre three times each call taking 30-45 minutes "as we are experiencing higher than usual call volumes". Each time advised no problem with my card. Then went to a branch who also advised no problem with card. Fourth call at last was advised card blocked and was given another number to call and was then sorted out. It was a security issue but why did it take almost a day to resolve? To-day I attempted to buy Forex for my Travel card. Once again three calls and then advised it was an IT problem and I must send an EMail do not think so as every thing else on online banking worked, App**** for the Travel Insurance last Friday and advised will be contacted in 24-48 hours, still waiting. In previous years all above were done promptly and efficiently. Why has service from FNB got so bad and why are staff not properly trained?