FNB's deteriorating service

What has happened to FNB's service the last couple of years? As a loyal customer for over 20 years I've been more than patient with numerous second chances given after constructive discussions about the service experience. The recurring inability of the service suite to take accountability for queries, queries sent to CRM simply being closed without as much as an attempt to resolve (CAS-***2-D6L1P8) and inconsistencies within the eBucks environment has become intolerable with voicing issues on a public forum sadly the last resort for an engagement. Disappointed in FNB.