What is customer service for?

I am currently working in Saudi Arabia and called FNB customer service line to help me with bank statements for a visa application.....in short they basically said that there is no way to help me because my language setting was in afrikaans so it can only be changed after 3months.....I told them but in the past I managed to get the statements in English from inside the branch and according to the person I spoke to that can also not be done! It costs a lot of money to make these phone calls and no one want to help you or they have different answers to this. To make matters worse I have been making use of my credit card to get airtime to make all these calls to FNB and all of a sudden today the transactionsame are being rejected by FNB. So now I can't phone them and they don't reply on emails......FNB please wake up or I will gladly take my business elsewhere.