Call waiting for an hour

I had called into FNB today, to query about a debit order that had gone off my account. FNB had sent me a message stating that if I did not know about this debit order, I should contact them, and of which I have not authorized of any such debit order to go off my account.

I had called them, hoping that I would possibly receive an immediate response or someone to talk to especially regarding debit order disputes. However, after holding on for more than an hour I hanged up (this was from a cellphone to their call center which was costing me- and of which they will not refund me). This time I am on the road, its getting late, and I do not have time to go into a branch to query this.

I am not pleased with the service and although I have been a customer with FNB for more than 15 Years, I think this has come to the point where am looking at other banks to join for better prompt service than what I have experienced today.