FNB WONT HELP CUSTOMERS

WHY DO YOU MAKE IT SO DIFFICULT FOR CUSTOMERS TO ASK QUESTIONS. I have a simple question and I called FNB - I was transferred 3 times and held on for more than 15 minutes and then they could not hear me. I then went on the app and asked the question only to be told that I was disconnected. Why does fnb make it so hard for clients to interact with them. All i want to know is if i can get foreign exchange at scottbrugh fnb. I have now been waiting for someone to transfer me to foreign exchange – on the app for the last 8 minutes and counting