waiting for 2hours

We are with fnb for years, and love the service. But yesterday and today it was very bad. 1st my husband went to the bank for a request on his settlement balance on his personal loans and they were off line. 2nd he went to the bank again the afternoon as told and waited for more than a hour to be told the the loan department closes at 4:00. They said they will give him a call the next day. No one phoned. He went back to the bank and waited 2 - 3 hours. No help. He went outside to he phones to phone the loan department after I call for assistance for my husband. He phoned and hold on for more than 2hours. He is in so much trouble at his work because he were absent for long periods of time. Can someone please cal him with assistance.