PUT ON HOLD

I called to request a settlement letter, Prudencea asked for my I'd number then decided to put me on hold for atleast 3mins reason was apparently searching my profile. She asked me to confirm my name before putting me on hold when she returned to the call after that long period of holding she still asked me to confirm my names which I already done. Why does it takes decades for Prudence to search my profile which lead to my airtime being depleted and she didn't even bother to return my call after putting me on hold wasting my airtime for a lame excuse in case I should remind you. Fnb is the biggest bank and I pay money for the service and I expect you to deliver your system shouldn't be hanging you must never mxm. I want my settlement letter emailed to me today. Money doesn't grow on trees I am not wasting any more airtime. You are a disappointment