Poor service from FNB customer service

As long as you can transact online with FNB it words fine. Try to get a resolution for a transaction that can't be done online and you have a problem. We had to submit tax documents to reactivate an account. After calling in and using the chat we were given the wrong email address 3 times. The 4th email address was correct. Then I have called twice in one week to get an account confirmation letter and am told it will take 3 to 5 working days for what is probably an automated process. The account type is apparently not offered anymore so this can't be done online. 3 to 5 days to send a one page document is inefficient. I asked to speak to a supervisor and was told that it was it is and nothing can be done. Completely frustrating. Thank goodness the online systems work because speaking to the customer service(???) agents clearly is not helpful.