No one seems to be helping me

Does ABSA not know to inform their clients of options that are available to them. I've been trying to reverse an unauthorised debit order from my account. I went to the branch during my lunch hour and because of the long queue, my lunch ended without getting assistance, then I called their telephone banking number, I held on for over 11 minutes then the line got cut off, I called again and again held for more than 8 minutes. I eventually ran out of airtime n reloaded and again called them and I was told that I can't be assisted as I'm on the wrong plan choice. When u register it doesn't give you an option or choice to choose from so how the hell am I suppose to know which choice to choose from if I'm not given a choice. I wasted my time at the branch and my airtime. This is really annoying and frustrating that such a huge organisation still gives their clients the run arounds for such a minor query.