Bad service

I went to Rosslyn FNB branch today to make an enquiry on charges that accured. I arrived at the bank and was given ticket number 34 at 10:21. I waited until 11:45 to see a consultant who was unable to help me and said we must call premium line of which she failed to do because the phone decided to be off then she called a lady by the name of Tabea to explain to me because she could not understand my problem. The issue is yesterday I received an sms saying I must pay R2197 in my account in order to avoid transactions to be reserved and those transaction were my debit orders, so I paid R2200 in order to avoid being charged the unpaid debit but to my surprise I was charged already regardless of the sms. So we won't on with Tabea for about 20mnts and she decided to check on a certain system then she just said it was a system error the sms delayed. So I waited over 2hours just to be told its a system error and bear in mind my ticket waiting period was 10mnts