FNB Horrible Service Levels...

I have been a loyal customer now for over 15 years. Slowly but surely I have been noticing a steady decline in CUSTOMER SERVICE... It has now taken me close to a week to resolve an issue with FNB Lifestyle with regards to ID and PASSPORT. I spoke to Keshni (Premier Banking Assistant) as I am a PREMIER account holder and she told me unfortunately because of COVID - The branch does not take calls but we need to go there in person. I would have assumed that taking calls limits the risk of transmission. I called ABSA and within a minute was discussing ID and PASSPORT related issues with a human being who understood all my questions and assisted me so professionally that I made an appointment to have my salary and all other incomes diverted to ABSA this weekend. I will then systematically start closing down everything I have to do with FNB until I have finally removed the STRESS that is FNB from my life. Unfortunately I have complained on many other customer service related issues over and over but to no avail. FNB, you have finally lost the plot as to what SERVICE stands for, and I may not be your biggest customer. but as they say BIETJIE, BIETJIE, maak BAIE.