FNB Cellphone banking call center service is very poor

I've never been so frustrated in my life, the call center agents need to back to training honestly, I've been on the line for over an hour being transferred from pillar to postfix made a payment on the 23rd of February 2021 at 07h52 am to DSTV, i called them to assist in sending me proof of payment and they told me that they CANNOT help me i mean how ridiculous is that!!, I'm asking them to reverse the payment so i can re-do it cause clearly there is a mix up up some where, the lady I spoke to named Mpho from the cellphone banking department told me that she cant help me, i asked her to put me through to her manager she said she can't and that she'd rather take my number and ask the manager to call me back WOW, I'm so disappointed with FNB, this is the worst experience ever, i took my own time and my own airtime only to hear this nonsense ,this needs to be exposed cause I'm also an FNB staff member and i have never treated a customer they way they are treating me, what happened to first call resolution?, i need my money and you are you are going to help me get it back R482.29