FNB Con's

I called FNB customer service on *** to assist in having my online reversal payment reversed as the bank takes 5- 7 days which I think is ridiculous. They said they cannot do a quick reversal by the click of a button, fair. I was advised that forms may be completed, sent via mail for quick action. My call got re-routed to key in my card number entered by #. This is not the first time that the platform which you use does not recognize any active card numbers. It first took my ID no. and then decided it didn't want to take my card no. In conclusion of the agent advising that I'm entering it incorrectly (i have my card in front of me). That I need to go to the bank (Whats the point of customer care contact center). I need to call in from another device (to waste airtime on a problem that I assure won't be efforted in being resolved). Please look into your software and problem-solving s****s. 90% of the time issues don't get resolved via the contact center. Average resolution time in the bank is 1-2 hours. Overall, bad experience.