Bad Service

I received a sms transaction declined for Insuffient funds.I called in to the call Centre asking the agent what was the decline reason or what was going off.She could not answer me.This is pathetic service.Surely a bank of your nature should be able to answer these questions.I have been many years with FNB but I am really considering moving to Capitec as there service is brilliant.Sms came through today at 14h10