FNB,lost its personal touch.

Disappointed in what I can only call a total lack of customer service. There is no personal interaction,no human one can talk to re advice,help and when I do get a lady,she is as rude as can be,(Im sure the calls are recorded so if anyone wants to check they are welcome).Eventually said they would send me forms and that we should fill in and email back,we filled in the forms and when we wanted to question a point,we get told that they can not help is! Why in the world would one bank official send us forms to proceed,but the next one says it cant be done?? We are currently with FNB ,bond,cheque accounts the lot,but am seriously considering swapping to another institution as FNB has lost the personal touch.