FNB the non existent bank

I have been trying to reverse a credit card transaction since 24 October 2019, today is the first day i managed to speak to a consultant who then transferred me to the right department All i here is "we are currently receiving a high volume of calls please wait" THIS HAS BEING GOING ON SINCE THE 24TH HOW DO YOU OPERATE??????? There is obviously NO monitoring of calls as you would be able to pick up average waiting times and adjust the call centre accordingly. You do have these tools available SO USE THEM!!!!!!!!!!. The local branch can't help because besides consultants and tellers the bank is empty and they refer me to telephone number that are in my mind no existent. THIS IS NOT BANKING IT'S CALLED FRUSTRATING You are wasting my time with your TOTAL INEFFECTIVENESS What a joke and you call yourself a Bank SHAME ON YOU!!!!!!!