Disappointed

I went to FNB BANKCITY on the 9th to get clarity on why one of my debit orders bounced back. I was assisted by Awelani Kwinda who was also confused why it bounced. She then asked for help from her senior Virginia Ali. Virginia failed me as a customer because she did not try to make me understand what is going on with my account instead she told me about her work/accounts/ experience. Other lady was asked to intervene. She explained what me and Awelani understand but then said someone has to explain to me. Awelani promised me that she will escalate my query and i will be called today. No one called. I then went back to the bank to complain that the promise has not been fulfilled. I've been with FNB for over 6 years. I love it, but i am not happy on how swipping over a weekend funds reserved works, debit orders bouncing. This has caused charges for unpaid debit order. I want my account to be closed or unpaid debit order charges to be cleared.