FNB *****line is useless

I have been trying to report an incident of ***** involving an account at fnb. The agents on their Secure chat are useless, all they do is to refer you to their *****line *** .This number is reportedly experience high call volumes and you are made to hold upwards of half an hour until you hang up.I have attempted to call them on three occasions on different days and the experience is the same. Mind you, I have to pay for the call and you ask the question: why is FNB not paying for the call if they let us hold on forever? They must pay for their inefficient service. The *****line must be toll-free but I'm asking too much from an institution that wants to maximise its profits at the expense of aggrieved clients.