Shocking Service!!!!

I have been banking at FNB for many years but to date the service level to customers has dropped significantly to a level where I am looking to shift banks. Firstly, I app**** for an increase in my revolving facility on the 1st of December, it was approved since then there has been no movement and hence no increase, and I am constantly told by my Private Banker and his Manager, they are waiting for feedback and possible solutions, I am then told to reapply and now declined, shocking service. Secondly, I settled my personal loan and 2 debit orders have gone off at month's end total of 14k, I am informed there will be a refund, and today I receive R10k, i have tried the Call Centre no luck, they answer and no one on the other side, 4 calls made this morning. The call center agents I have been dealing with through this ordeal has been shocking, it seems they are working from home, so noisy, and a baby crying, etc. In the week sent an email, but no response to date. I have no words for the service received to date and hence will not recommend FNB going forward. Shocking service!!!!!