Bad experience

Every time I need to be assisted with FNB, over the phone I know it will be more then an hour for a simple query or a simple amendment, I spend over an hour just to reverse a debit order, FNB consultants are extremely unprofessional, they will put you on hold for no reason, they've become smarter now, they mute the call, i guess it doesn't count as hold on their performance stats, and the reason for putting clients on hold makes no sense at all, it's always "let me check on the system" and put you on hold for 3minutes, what the hell are you checking?? I've only given you my ID number, haven't even told you what I need assistance on!! already I'm on hold, a multi billion company uses a system that takes 3 minutes to pick up a client profile?? and when they come back it's always, "let me put you through to the relevant department", so your consultant use clients to **** time and avoid calls, just to then transfer clients to other departments, that's disrespect to the highest level,

the worse experience is when they ask you what you need assistance on, they will listen, ask you to hold, for 5 minutes, come back and transfer you to a different department, so it took your consultant 5minutes to realize that she doesn't deal with credit cards queries??