Shocking

I called FNB business desk , truly shocking, after verifying yourself you are answered by an agent who will ask you the same question that the system asked you, why can they follow what private client do , once you are verified you won't be asked any further questions, but helped . After calling and holding on for almost 30 minutes a consultant by the name of Buhle decided to answer the phone, I requested her to make a payment on my behalf , she did however told me that I will receive the proof of payment shortly. After waiting 20 minutes without seeing the proof of payment , I then called back only for her to rudely tell me there is a system error, I then requested if she can just send me an email confirming that she refused and told me there is nothing she can do , I then requested to speak to the team leader, I was told no team leader was on shift , I insisted she made me hold for 20 minutes then her so called team leader by the name of Beben Govender can to the phone, I asked if he could assist with just an email that state that they are experiencing technical problems he refused. Does client service exit in FNB , can someone explain to me why was it difficult for them to send me the email.