FNB where has the service gone?

I am writing to formally express my concern regarding the significant decline in the quality of service I have recently experienced with FNB.

On multiple occasions, I have been unable to receive assistance via the batch system or the chat platform. When calling in, my calls are continuously transferred from one department to another, without resolution. It often takes more than an hour to address even a simple query.

FNB used to be known for its quick, efficient, and customer-focused service, but my recent experiences have been quite the opposite. The process has become slow, frustrating, and ineffective. I am left wondering—what has happened to the service standard that once set FNB apart?