Fnb bad service from other agents

I called up fnb and was put on hold for ages for more then an hour, and wen the call was answered the lady transfered me to another agent then that agent so rudely cut the call, I called back and was pit on hold again then the lady answered and my air time of a R110 ran out, went got air time and called back now ****ed off, was placed on hold then a guy answered and he transfered me , to a helpful assist by the name of Thabiso Mthembu. That guy gave me good service, but the fact remains fnb needs to sort out that call waiting b.s and add a feature on the app that allows them to call us back.