Bad customer service

Today around 9am I called FNB home loans as I have loan with them so they supposed to debit on the 25th of every month which they been for the past 10 years however today ( 25th November 2021) they didn't debit I called to understand the reason behind it, the lady that I spoke to was very rude to a point that she put the phone on my ear while we were still talking, I'm really disappointed with FNB as I always talk so highly of them