FNB's service the absolute WORST in industry

I called FNB yesterday regarding a pay and clear payment which was not going through. They explained that it may take up to an hour. I accepted this and concluded call (note, this after spending 30+ minutes on the phone).

I then called them today (about 19 hours later) and requested they assist with urgent forcing through of payment as I done a pay and clear and it was not doing what I wanted. I spoke to Thobo and she simply told me that the FNB app department would have to help me. She puts me on hold and about 5 minutes later comes back and says it the transaction failed as she had spoken to Phumla in app department.

I then informed her that 2 attempts had failed due to my app timing out, but the 3rd attempt is still showing pending both online and on app, hence me requesting that they force it through.

Thobo then tells me she hears me but this is what Phumla said. I then request to be transferred to Phumla and Thobo says "going through". She then does no such thing and simply places me on MUTE. 5 minutes later no response from her, nor Phumla, WHILST IM HOLDING. This is now 30 minutes later once again. I proceed to terminate the call as I can not believe that the level of service is so pathetic, the level of apathy by these FNB staff is so shocking, that it literally made me put down the phone confident that there was no chance of me being helped.

I've been with FNB for about 25 years. My daily banking is not really a concern, however WHENEVER I interact with there service staff, I am left yearning to change banks. I honestly feel this way. What absolute pathetic service, waiting time, etc.