FNB consultants not willing to assist over the phone

Ive needs trying to reverse funds that were reversed for a purchase i made online without a order numbers. Several of your consultants transfer me from one person to another fr 1hour without any assistance until one dropped the call at exactly 13:00 i tried to call again and the call center was closed. This is an unaccounted behavior during a time where one needs assistance and consultants are playing a game of not taking responsibility and pushing time so they can leave work. I find it very disappointing of a bank that consultants can shift responsibility to avoid working.