no point on having a call centre

i have spend offer 2 hours on the line to cancel a debit order with absa with no luck. first you run you phone bill up to get a hold of someone willing to assist you then they transfer you all over the company i think the only person i have not spoken to is the CEO and at the end of all this trouble i am told to go to a branch so what is the point of having the call center if you are referred to a branch