Spoiled trust and interest

I called private client to check why I'm unable to use secure chat on my mobile phone, and they checked with FNB devices and elected to put me through to device department, when I got hold of them they said there is nothing they can do to help me, instate the've send me back to private client consultant, when I got hold of them, the lady Phumla said she wanted to check the same thing first consultant check b4 she transfered me to device department. I tried to explain to her that 1st consultant did the same thing, while I was trying to explain that I've been on a line for over 30 minutes and I am using my mobile phone, she putted me on hold.. WHY THIS BAD SERVICE? Why do WE NEED TO CALL FNB only to send us to And fro before we get helped, since when FNB tollarates incompetence. I'm very offended. FNB is been my first love for as long as I can Remember, but with this kind of service I get it start annoying me.