FNB - Slogan should be "How can we NOT help"

I have been a client with FNB for years now and last week I had a duplicated payment go off. I have been struggling to get through to them since then (23rd June) and it has been nothing short of impossible - I keep getting put through to one department after the other by a machine and then as soon as it doesn't understand what I need done, it cuts me off by saying "goodbye" and then I have to call in again, go through the whole rigmarole again using up a fortune of my mobile airtime. I then went into the branch - I sat there for over an hour while trying to get this sorted out and was politely told by a Queenie at the call center "well that is just how it works" - not one department could assist with a simple reversal. They also keep telling me I need to get hold of the service provider which I did - and they did not take the second payment and the amount is still stuck in my 'pending' folder on my FNB account. I am unable to access these funds and it is now the end of the month. It's now a week later and all FNB have managed to do is give me one phone call and when they couldn't reach me - that once - I was sms'd and told that they did try, I have just tried again to contact them and ended up once again with an AI that just did not respond - it greeted me and then 10 minutes late it still had not rep****. This is the worst service ever and what's even worse - I can't get through to anyone to assist me - and yet their slogan is "How may we help?" I'm sorry but to blame your bad service on covid is also wearing thin. All I want is this problem to be resolved - but the incompetence and inefficiency of FNB seems to be the actual problem.