Pathetic service as usual

I've been getting smses every day about my home loan account almost every day for the past week if not longer. I emailed FNB home loans and requested that someone looks into the matter and come back to me, I have been waiting eversince.

I called earlier in the week, but I kept on being sent from one line to another and each time I am transferred I hold an no one picks up. This morning, I received a call, I picked up and colleagues were having a conversation in the background.

I tried again just now, the person who picked up took my details and told me that she's going to transfer me, the next thing I heard was ''rate my service'' and there after, the call was dropped.

Why do I have to go through this each time I make contact with this bank??