Shocking

I called FNB private client service wanting to them to assist me with making a payment instead that was not done properly, hence I needed to call again wasting my airtime, I was kept on hold for more than 40 minutes, only to be told that they won't be able to assist but transfer me to the business suit , my question is why I was not helped, secondly if you call you get different consultants with different stories they make you wait while waiting for their team leader to confirm if you can be able, shocking enough why can't they have the same practice , really this tells me no one knows what is what is that department. Can someone explain to me why we are asked the same security questions which your systems have already verified, i was not helped I had to phone 4 times, I really wish I can switch bank , this is not the FNB I know, truly the FNB is about ensuring that clients are satisfied at one call