FNB, what happened to customer service?

I lack the words to describe our journey of the past few months with FNB. Somehow, in dealing with banks in general, one has come to accept bad service, mostly based on the fact that you simply do not get to have a telephonic conversation with anyone. All and any calls are directed via a call center. Even just wanting to call your local branch, takes you through a call center. The agent that was dealing with our matter, would simply not respond to our queries, leaving us to prompt him often for communication. We escalated the matter to his line manager, which leaves me to draw the conclusion that Line Manager sets the example. We have been FNB clients for more than 30 years. Clearly loyalty means nothing. Where are the days when Customer was King? Where the value of a relationship was based on customer service. For the answer to this question, I guess I will have to call the call center.