Terrible customer service FNB

My debit card was restricted because I ignored impersonal messages from the Bank. I queried this with customer service and had a 45 minute typing conversation in which I stated my dissatisfaction with this draconian practice. I was informed that I needed to get in touch with KYC, which ironically stands for Know Your Customer. I asked why the Bank could not communicate in a more personal and professional way, to which the reply was that the capacity for phoning invidual (sic) customers does not exist and the customer may not be able to speak at the time. I stated that this was a terrible statement in the context of customer service, and the said statement was promptly removed, without a trace. If online communication is recorded, but the service provider has the ability to edit such recording, how can that even be legal? I indicated that I would happily comply with fica requirements on line, at which point the conversation was promptly ended.