Frustrated of holding on for FNB in an emergency

In a time of an emergency , I'm holding on for longer than 30mins, this is unacceptable!!! My husband's phone was ****** and we need to speak to their ***** department to get advice on what to do with regards to his banking apps. The automatic answering service just puts you on hold and says "We are experiencing a high volume of calls, please stay on the line, your call is important to us. ". I spoke to a lady earlier and she said she could not adjust limits etc, all she can do is block the account and cancel cards etc. We don't need to cancel cards , we have the cards , we just needed online purchase limits and transfer limits etc to be reduced. She was unable to help. What if his account was hacked into and all of his money is gone ,I can no longer hold on for this long.. then what.. these emergency ***** department lines need to be answered with urgency!!!! We had to go to an ATM, just to get funds transferred into another account so that we wouldn't be ****** of this too. Tried to decrease limits at the ATM, you need an OTP , which does not help if it's sent to the phone which is ******!!!! Highly frustrating ..no secondary OTP option comes up. How are you supposed to protect your funds in a situation like this?? Finally got hold of Thoko in the ***** Department who was VERY helpful, very patient and polite . Ref given ***. Thankful to Thoko for calming us down and explaining the procedure clearly to us.