FNB Service Sucks!!!!!

For a bank like FNB, your online and call service sucks! I have had no luck sorting out my issues and now I have had an amount go off my account this month that I have paid and just told that it wont be refunded because its an amount that I owe. How do I owe when the money has been paid! I go online to chat and wait 6-10 mins to get a response and then when I do respond my chat gets ended and I have to start explaining myself to a different agent all over! I need this sorted because this is *****!!