FNB secure chat useless and they are still getting their salary?

Hi. What does "the time" mean for FNB secure chat agents? It is A SOMETHING THAT THEY CAN WASTE! This morning I have tried to solve my problem with 3 different agents and all refer me from one to another... Names are below Modisaotsile,Nwabisa,Manini.. All I wanted to find out regarding my HOME LOAN debit order reversal which has been done last month by the FNB HOME LOAN department. When will FNB SECURE CHAT agents will learn , we (FNB CUSTOMERS) paying their salary to help us not to sit in front of the chat software and chat with their friends and families? Shame on you guys. Can someone there who can help me regarding to my reversal, please ? It has been done last month and the amount was R5682.63? When will I get this amount? It was overcharged by FNB HOME LOAN? Kind regards. Mustafa