Pathetic Response Time from FNB Secure Chat and Call Centre

I am a Private Bank Client. I called my Banker at 11h05 and due to availability she could not be contacted so I opted to wait for the Next Available Agent. At the time of this call I have been waiting for a response for 25 Minutes already? How is this Customer Service for a Private Wealth Client? At the same time I tried to reach the bank via the “Secure Chat” I was answered by Thandeka who has not responded for 10 minutes and then when she does she clearly did now read the initial message. What has happened to customer service??????