FNB is losing its grip

I went to the FNB branch yesterday (1 December 2020) at East Rand Mall and made a phone call to FNB Call Centre to try and have the issue regarding my debit transaction on my cheque account reversed, but spoke to five consultant who kept on transferring my call, and on the 6th one the phone hung up. I phoned again and was not assisted, still. I spent more than an hour at the branch and yet no one was able to assist me. FNB is losing its grip and it's no more the same. It does seem that one has to weigh his options as FNB's motto is just a hoax. The service they provide is deteriorating by the day and it makes one wonder if it is safe to continue pledging loyalty with the bank after so many years. Really disappointed and not taking lightly the fact that the bank is unable to provide required service to its clients and gambling with this. Not happy at all.