Avoid FNB at all costs (or it will cost you)

I contacted FNB to let them know that money was deducted without my authorisation from my "premium" credit card account.

I'm told they'll investigate the matter and will get back to me within 5 - 7, or 7 - 10 working days. It's been 14 or 15 days now and not only have they not resolved the issue, they haven't even given me any kind of update or feedback.

When I use the chat app, I never get through to someone in the ***** dept. When I get through to someone else, they allegedly transfer me but I've never actually been transferred.

When I call I wait on line for hours (yes, I counted over 2 hours waiting time on one occasion) and no one answers.

I want to close the account but cant until there's a zero balance. I cant get it to zero because FNB isn't getting back to me.

I hate FNB with a passion and want to leave the bank as soon as possible and scream it from every rooftop and social media channel

PS. This is the concise version of the back-and-forth that I've been going through