Lousy customer service

I emailed a complaint (reference no ***) regarding excess fees incorrectly charged. This morning, 7 days later, I received an email from FNB that they cannot reach me telephonically and that I should call their customer service regarding my complaint. I totally understood as my cellphone is set to reject spam calls. Before I could call back, I received another email informing me my complaint has been closed. No feedback was given on my query. I then called FNB business cutomer care. The call was answered but no-one responded, even though I could hear people chatting in the background. Then I got cut off. I tried again and got through to a gentleman by the name of Daniel. He checked up on my complaint, asked me to stay on the line while he checks the feedback to my complaint. He put me on hold and after waiting for quite a while, a lady answered. When I explained that I was holding for Daniel, she gave an exasperated sigh and cut me off. When I first opened my account with FNB, I loved their service and their tech savvy approach. It's disappointing to see how standards have dropped.