On hold for so long just to upgrade my account - FNB Service Levels are dropping

I have been an FNB customer for more than 17 years and I must say the service levels are really dropping. I phoned in today to upgrade my account to a higher suite and was informed I had a debt review blockage on my account and not sure how this was recorded because I'm not under debt review. The lady who was assisting me put me through to the service desk to try and get this lifted before she could continue with activating the request, I was on hold for more than 20 minutes which I find seriouslhy ridiculous especially because there wasn't an automated voice to say that I'm still being attended to or something. Can someone please call me for assistance please???????? It would be sad for me to join another Bank as FNB has been part of our home and business for a while.