No help without complaining

So, i finally decided to explore other banks after years of banking with FNB. I have had a fair share of poor service.

I have decided to move but now i have a credit card account that i needed to close but before then i needed a settlement figure.

Contacted FNB via app ( this does not really help as this people are very limited to what they can do) so contacted then Sunday evening and was told that systems are doing updates and there is no way i will get assistance ( so Sundays, FNB systems never works but we customers only finds out when we contact the bank) I was told to contact fnb first thing in the morning, which i just did, the consultant i spoke to insisted n sending a request to closure department and failed to understand that all i was asking was to know if what i owe is to be my settlement amount, i reminded her my request and then came back ad said " but there is a pending transaction and as a result FNB will not help me until such transaction has cleared, did not even offer to let me know once it has cleared but expect me to keep checking so that i get the figure.

I have also over the years realized that there is no way of getting results from FNB without complains, Is this how business should be?