Communication with FNB dysfunctional

Good day, It seems that Hellopeter is the only communication channel to FNB. Your chat feature on the app is completely disfunctional. I held on for more than an hour without getting help. On previous occassions, I had to also type in my whole story over and over again, because they kept on asking how can I help? It is really tiresome and time consuming to do this. I sent an e-mail and at least received a promise of a 72 hour turn around. Not impressive at all. I won't even try to phone a landline from a cell phone and hold on and run out of airtime as I have before. I need to query payments that went off my account which I do not recognise.