Call avoidance

Called fnb cellphone banking on 18/08/2015 at 13:27 to do a reversal on my account as advisedd by a branch consultant, on going through to the center after the rigorous security check done by the system the consultant the system put me through to did not respond and all the while i could here them discussing pay day and lunch options in the backround im also pretty sure i could here chewing on the line... Very dissapointing service or more like lak of service especially considering it costs ME the client money to call you FNB please deal with or provide your call center agents with the proper training needed to service clients.