FNB's Poor service and consultant's attatuid

Once again FNB staff cannot assist in allowing me to speak to a supervisor as they are ALL in meetings and there are no senior managers whom are available to speak to me. When asked for a ref number for the call i made, the consultant (Thoko Diyane) says that the reference number is very long; the ref number given to me was “***.875009” whereas I always got a shorter version of a ref number e.g. “875009 (There where 2 calls made to FNB this morning - call 1 was 32 mins and call 2 was 20mins. call 2 took 16 mins to get answered.)