Credit Card Collections

I have had such a bad service from FNB to an extent that I don't really know what to say any more, I intend to to escalate my queries with them to Ombudsman, to date I am still waiting for a ring back regarding reference number ********** NF and other references I have logged with them, now recently I had called their Credit card and collections department to make arrangements towards my payments, I had been advised to go to an FNB branch to confirm arrangements I needed to make with them, upon arrival I was told there was no need to visit the branch and whilst there we could the same collections department to confirm these arrangements, I was told the amount agreed upon would go through and that they would still try to debit the normal amount of money that they normally bill me and if this takes place that I must ring them immediately and ask for a reversal of that money to be done to my bank immediately, now FNB went through account and debited the amount we had not agreed upon and when I phoned them to ask them to reverse this money I was given all sorts of different stories, I was told that this reversal would take up to 7 days to be reversed back to my account mean while my other debit orders have returned unpaid due to no sufficient funds on my account, my Cheque account is also currently in arrears due to this unpaid debit orders, I am so frustrated with their call center agent, every time you phone them they will either pick up their phone and not say a word, you could literally hear a person breathing behind that call but would not say anything, their very lethargic and unable to sort out queries, recently I spoke to one called Charity Tshabalala and she could not assist me and kept on asking me what needs to be done with my query, I asked to speak to her manager andd she kept me on hold for over 15 minutes only to come back and tell me that her manager had left for the day, I need for FNB to sort out the mess that they have put me into.