Blatant service failure

I've called the bank 4 times yesterday; each time having spent at least 15 minutes on hold, simply to have an erroneous debit order reversed. Of the two times that somebody actually answered my call, on both occasions I was advised that it needs to be sent to the payments department. The first time, I was advised it will be done within an hour. An hour an a half later when I called again, I was advised that it was done successfully. It's a day later and this still hasn't been done. I've tried calling again now, and after 20 minutes of not getting an answer, had to hang up!

This is terrible service - Excessive hold times, broken promises, failure to process a request.