Good help centre service

Had a small issue with my account, I phoned FNB's helpline, they answered quickly. They then checked my account and discovered the issue, it was not something they could help with immediately so they escalated it. Now usually my experience with a help centre "escalating" an issue is that they just want to make it someone else's problem, and then it just ping pongs between departments (I'm looking at you MFC). But this time, someone called me back the very next day to tell me they had solved my issue. And they had.