Very dissatisfied with the service.....

Let me start off by saying how am once again atterly disappointed by the service offered by FNB, took me back to the horrific experience I encountered last year around this time I got from one FNB branches. On Wednesday the 31st of March I went to the branch in Goldman street Florida with an attempted of getting information on the life cover I have on my bond with FNB and also make arrangements with the payment on my bond following my retrenchment. I walked into the branch at around past 2pm, I was advised that I need to do everything with the customer care over the phone, which I don't understand what is the point of having a branch if customers can not be assisted on the spot. The customer care was called on ***, the 1st consultant that assisted sounded very clueless and told me she will put me through to *** which is the collection department, I held for over 10 minutes with no response or assistance, I ended up putting the phone down and trying to call again. I got the consultant in the branch to redail for me. Spoke to another consultant over the phone who also suggested he will transfer me to another department, now all this nonsense carried on until 15h30 and I lost it,I am 39 weeks pregnant, can you just imagine in the middle of a pandemic being forced to sit in bank for almost two hours going around in circles. Fast forward to almost an hour later when I asked to see the manger, who also has had to through the same procedure in an attempted to assist me. After calling the same number and also being transferred a couple of times I get given a pile of forms that I have to fill in. This was at something to 5pm. Imagine a 39 weeks pregnant woman having to encounter such, all because I was trying ensure I don't loose my house. All I needed to do was get a arrangement in place for my bond. What I would like to find out from FNB, is why in such stressful times does FNB wants to add on?