FNB hangs up due to incompetence

So I contacted FNB to enquire about my banking charges for the past month. Luckily all my calls are recorded so I have this on file. Upon explanation received that the bank charges R55 for every amount that goes over your account if there are no funds (i.e. the bank honors the transaction and sends the account into a minus) I asked why it is that if I do not have an overdraft facility the bank still honors the transaction, puts my account into a minus and charges me R55 each time, I was not given a clear answer. I again asked so why is that and the woman on the other end told me to hold on whereafter she just dropped the call... seriously??? Is this what our country has come to? No service delivery and not giving a damn for the customer... and here I thought FNB is the best bank to bank with as all the others are the same, but clearly I was highly mistaken!!