FNB call centre staff a disgrace!!!!

I am so disappointed in FNB call center staff right now and not sure why are they there if they do not want to assist .

I called on the 30th July 2019 to request that they uplift the stopping of my Dial direct debit order for my car insurance and I spoke to a woman called Lizeka who informed me that she will be putting me through to someone called Labila as she was the one with this function and after she had put me on hold for almost 20 minutes (bearing in mind I am calling from a cell phone *sigh*) she came back to me advising me that she won’t be putting me through to this Labila person anymore and my request was completed and Dial direct can send another direct debit to them and it will go through. My insurance company attempted to debit again on that same day but it did not go off my bank and when I called FNB on the 31st (following day) the lady told me that the upliftment was not done at all in fact they did nothing and unfortunately my call got cut because on my airtime running out before I could finish talking to this lady . So here I am on the 1st August and possibly with no cover because on the *********** staff FNB has employed and I was on the call for that long with Lizeka for nothing and she decided to just lie to me that they had processed my request. I am so p****d at the moment that I have suffer because of these people and not sure why they are there in the first place if they are going to treat clients like they have done to me. This is just unacceptable ????