FNB needs to ramp up call centre service

The call centre is really poor and time consuming. I received an email re FICA documents that I have to send through. I decided to call FNB directly and find out whether or not this is in fact truthful and that I can send through the documents as required by the email and this is not some sort of phishing ****. Rather safe than sorry. I got through to reception, she gives me another to call but transfers me. Several options, enter ID number several times, choose this option, that option, enter ID number just so I can speak to a consultant to confirm that this is not a ****. Holding the line and after 10 minutes of holding, choosing several options, I put the phone down. I just wanted to confirm that an email received is not **** and i have to go through all this hassle to not even speak to a consultant. FNB needs to step up their game.