FNB Sucks

I have been with FNB all my life and have never had another bank but I think that will be changing soon. I feel there there loans division is broken. Firstly it is a telephonic system which means even if you go in to the bank to have something on you loan changed they put put you on a phone the bank staff has no power to make changes which is frustrating in itself. I do not want to talk over phone I want to talk face to face with a human being. Secondly if I have to speak over telephone why the hell must a customer hold on so long. I have been trying to get through to the loans department on several occasions and had to hold for 45min or by which time I would either put down because of frustration, the network would disconnect because we live South Africa, my airtime would run out or I have to put down because I need to actually work during the day to pay my loan. I can understand the need for the system as nobody wants to stand in a queue at the bank but at least standing in a queue does not cost me money just time. Now they costing me time and money trying to get through to the loans department. I think the best solution is to change banks and have them phone me for money because clearly me money is not important enough.