Fnb run around

I can't believe that when you speak to an agent on line they cannot help you with a simple request to check on two items of R14. 65 "which was never received on the 9/3 for data for Telkom. No reversals have been done. Now I bank with Capitec bank and if there is a problem its reversed. Here with fnb you have to phone another dept and been a pensioner I cannot waste airtime to speak to an agent in another dept. When I worked for fnb Internet banking handled all requests. Rabone the person I spoke to on line cldnt even give me an email to send my query for attention. Anyway when you go thru to another dept there is a lot of **** to go thru before if you lucky you get the right person. Absolute **** service.