FNB DOES NOT ANSWER ITS TELEPHONES

I see that money has been taken off my loan account with no explanation. I logged onto FNBs website and left a message to contact me and explain why and still no response. I tried calling them and after being on hold for 15 minutes i hung up. It is such a pity that there radio adverts about there excellent service, a consultant available whenever you need etc is only talk because it is unacceptable that a person can hold on for such a big company like FNB for 15 Min and still have no response. I want someone to call me and explain to me WHY available money was taken from my revolving Loan with no relevant explanation or transaction history of its where abouts.