FNB lack of staff working.

I can still not believe i am still banking with FNB..... Everytime you have an issue they struggle to resolve the problem, but are the first to phone you if you qualify for upgrade on your account. For what do i need to pay more for if the basic service they need to provide, they cant. The recent incident is by asking refund on payment but almost 3 weeks later and still nothing..... it takes you an hour to get through to operator in the loan department where you call is dropped two times before anyone aswers.... one of the bank is definitely getting a new client.