FNB ***** Department bad client service

Logged a call for ***** on my cheque account within minutes of the tx. Was on pending but FNB still after 3 days let the money go off from my account. I do not get an update on what is going on. When I phone I wait for 30 minutes +. If someone answer, I can not be helped because the system is off and I must phone back. They do not offer to phone back or send me an update.