Bad after service - FNB

<p>So i have been trying to do a debit order reversal since 8 this morning on my FNB account. After being on hold for over 40 minutes, i decided to go into my nearest branch to have it done. Upon arrival it was evident that all consultants where busy and that there are other people in line waiting to see a consultant too.</p> <p> </p> <p>The greeter then suggested that she would dial out from the branch, which i agreed to as either way i would have to wait.</p> <p> </p> <p>I was then on hold for a further 45 minutes before someone answered my call, only to be told that their systems went offline 10 minutes ago and that i should call back in an hours time??? To be on hold again for how long?? I requested that once the system is back online it would be appreciated if someone could call me back, i was then told that the system was not designed in a way to call back customers.</p> <p> </p> <p>No do not get me wrong i fully understand that systems fail especially when over used at certain times of the month i come from a customer orientated environment as well i get that things goes wrong. My issue here is why is it taking so long for someone to answer a telephone and why can someone not call me back??? What is the average time period for someone to be on hold for. FNB is a well established bank who strives upon customer service and yes to date the service has been excellent but maybe that is due to the fact that i never needed anything to be done previously.</p> <p> </p> <p>So to date my debit order has still now been reversed and i will call back again in an hour and probably be on hold for another hour before i do get some service.</p> <p> </p>