poor service from My service suite

I was in a secure chat services enquiring about a charge that went off my account and a consultant by the name of Daniele was assisting me. As we were chatting the consultant just explained his part and ended the chat before even the 180 time limit could pass and I was not done with my enquiry or helped at all. And then I went again to the secure chat, stood in a queue again. I then spoke to a Avishkar and I asked her/him about the complaint process and instead she/he tried to defend the other consultant and also ended the chat without helping me. I am just tired of paying for a private client price plan and yet still receive poor service from fnb consultants. They are rude and unprofessional and I fail to understand why FNB doest have a rate service after a chat? to monitor these kinds of behaviour and also if you send an email to their care department they take too long to resolve your complaint they have poor internal complaint processes.