PATHETIC SERVICE FROM A COULDN'T CARE LESS FNB

I called FNB Card ***** and held on for ages. I eventually gave up and went in search of other ways to contact them and submitted the requested Credit Card ***** Form. I received a standard response saying that they had received my request and would get back to me. I must've resent that request 5 times now with absolutely no response other than the acceptance of my email. Nothing. What is going on?? Is this because people are still working from home and just couldn't be bothered? I would've thought that a ***** report would have warranted at least a call back. Pathetic service, FNB. Really pathetic