Poor service

I phoned 2 times this morning just to request an IT3 (B) certificate. Got put through to easydesk. They said they would transfer my call to someone that will be able to assist. No luck!! Was cut off both times?? And FNB says they care about their customers. This is nonsense, they do not care at all. How difficult can it be to transfer a call. How many times must you call account enquiries to get assistance.