FNB poor customer experience

I am an FNB client and I'm appalled with the level of service received via the telephone banking department. I needed to reverse a direct debit and and called the FNB cheque card division only to hold on for an available agent as the lines were busy. After having waited for over half an hour I got through to a representative who could not assist me and advised that he would have to transfer my call to the relevant department although I selected the correct option (Direct debit reversal). With the unacceptable customer service and my query still not resolved I'm currently considering closing off my account.