The worst service

This is the worst service I had with FNB, I requested paid up letters for all my personal loans etc and the agent by the name of Pearl tells me I must provide dates, my response is I don't have dates as it was very long ago and I need it to be removed from my ITC as it's still reflecting. I then ask to speak to a manager, there is no manager available as they are working remotely, I understand that so I requested a call back as I was disconnected thrice and I'm holding for sooo long to get through to someone who cannot assist me. I have been banking with FNB for so long. And to get this type of assistance is not on. I did not get a reference number as the agent placed me on hold and I told her my minutes are almost up. And I was on hold for more than 5 minutes with no response of she is still busy or she will be with me shortly. And just like that I get disconnected. THIS IS BEYOND PERTHETIC. I AM REALLY DISSAPPOINTED AT THE LEVEL OF SERVICE I HAVE RECEIVED