Shocking service from Private Clients Service Suite

What has happened to FNB? I have banked with them for over 30 years and the service just gets worse by the day! A simple query can take ages to get sorted. This morning I wanted to remove two business accounts from my personal online banking profile but could not see where to do it so I started an online chat with the Private Clients Service Suite. I started the chat at 10:44, eventually got a response from Ziyanda at 10:47 (not bad). Explained what I needed to do at 10:48. Ziyanda responded at 10:49 with a friendly greeting. By 10:51 I had not heard anything further so I sent a "Hello??". Ziyanda responded at 10:52 with "Please give me a moment while I route you through to digital banking support". 11:01 I was still waiting so I messaged again asking what the delay was. No response. 11:04 sent another "Hello??", no response. I have a screen capture of the chat. What kind of service is that?