Bad customer service and rude consultants

FNB customer service is actually very poor when one has a serious query to be attended to. I've been querying a double debit on my account of almost 3k and have been sent from pillar to post. To top off the already bad experience with the calls I've had to make and the rudeness I've received from their consultants, yesterday I decided to start taking names down as Phumla Magasela was saying she doesn't see the transaction I'm referring to when I asked her to go through my statement so we can account how ended up with a balance that is less what was originally in my account, she advised they are not allowed to stay longer than 5 min on calls with clients. That time I had made the call..what kind of customer service is this? Having banked with FNB for over 25 years I feel the service always disappoints me when I have serious queries that need them to actually take their slogan seriously. After demanding to speak to her manager she said he was in a meeting and would call me back, Tshepiso Moloi. Call was made yesterday morning and he hasn't bothered to call me back either. I've sent proof to show the service provider only received one payment so what happened to my 3k?