FNB 24HOURS SERVICE HOAX

My experience with FNB today was utterly disgusting and unprofessional, useless. The app advertises that you get 24 hrs assistance on anything that you need.Spoke to a Team banker Esethu Ngqeleni via the FNB chat. I have a simple question of a debit on my account that did not agree to and not aware of and they send me the time slots of another department and telling me to go into the bank. So how does this 24hrs service if you are chatting to a directory banker. Mrs MP Esbach.