Not poor service... non existent service

I've been with FNB in excess of 20 years, 4 accounts. Had a problem with FNB about 4 weeks ago. Since then, for the first time ever, I could on two occasions not log into my accounts online, due to 'incorrect username password'. Changed it each time and the same happened. Today made another two attempts at changing username and password online for the same reason. The pin allegedly sent never comes to my phone despite me receiving other SMS's during the waiting time. Called the ***** line, eventually just ended the waiting after well in excess of 10 minutes. What a mess!