Ridiculous service from FNB private clients

I would just like to raise a concern with the service I am receiving from FNB lately.

Last week I had my phone broken which had the app on and needed to make an urgent payment. To my surprise, the payment limits on cell phone banking were reduced and I wasn't able to make the payment. I blocked my online banking profile and couldn't be assisted to reset the password. I spent almost 4 hours on the phone with different consultants telling me different stories. I was told to go to the branch for assistance and when I got there the branch said I still need to call online banking as there's nothing they can do for me. I was sent from pillar to post just to reset my online banking login so I could make the payment.

I have also app**** for credit life for my personal loan which was approved but I was debited during the month which credit life had made a payment. I called to request for a refund on the 24th October and till today, it hasn't been paid. I had to call again today and spend another 10 minutes on the phone to have a consultant tell me he apologizes as he can see the refund was requested but he's not sure why it hasn't been paid.

I am not sure how I'm supposed to have a team of bankers on call yet I struggle with the most simple requests. Over and above the fees I pay for service, I still have to spend ridiculous amounts of airtime just to get help and their ask how can we help you when it should be how can we ***** you over when you are at your lowest. I have been with FNB since 2004 and I am seriously considering moving my account to another bank because of the poor service I am receiving.