FNB failing me twice in 2 weeks

This is the second week in a row that FNB has failed me.

I've been trying to reverse a debit order that was taken off from my account in error. Called my private banker, she informed me that another dept will call me back shortly. 4 hours later, still no call from FNB, I tried calling their debit order dept directly. 15min on hold and still no answer.

Why am I paying a high premium for sub premium service.