Bad telephone customer service

I have experienced a very bad customer service on telephone, trying to fix a mass that they did with my debit order. I was transferred from one consultant to another for more than an hour was on the phone. On the 06/02/2018 I called FNB customer service making an arrangement to my debit orders, to change from weekly to monthly. I spoke to the lady who said she was Zodwa and she assured me that everything was done and gave me an email to send the necessary documents. This was not done as she promised, as a result the debit still went through. Yesterday, money was deposited in my account for a very important purpose and the debit order took all the money, added even the charges cause apparently it bounced last week. When I called to try and reverse the debit order, was transferred more than 8 times and have to start the story from the stretch and hold for more than 15 minutes in every call. But still I didn't get helped and the last consultant Mr Nezaam said FNB doesn't have a department that handles customer queries, when I wanted to lay a complain. I'm very angry and disappointed with FNB for giving me the kind of poor service while they charging me more than R100 every month for services.????