CARELESS WITH CUSTOMER'S MONEY

I went to the FNB branch in Megacity (Mmabatho) to reverse unauthorised debit orders and the lady (employee) gave me a number that I must call as they no longer do reversals in all branches of FNB. I called that number and was kept on hold for over an hour. I left the branch to come to office and called from here but guess what I am still holding since 14h03. Why do they put us through this torture, do not they value us as clients, do not they know we have life to attend to and other important things to do, why should I suffer like this for my money?