********** debit order

I have been experiencing a great deal of frustrating and bad service from FNB. This morning I held on for almost 20 minutes on their ***** line without even being able to speak to someone until my airtime ran out. On November the 15th, I went to the branch to complain about a ********** debit order from my account and I was promised an answer within 3-5 working day's. Guess what? I am still waiting and waiting and how frustrating it is to get through to them. I even went on their website on the 27 November 2018 to register another complaint I still have not heard from them. What I can say is that their branch services are excellent from my experiences but their telephone services are pathetic with zero soft s****s from their ***** line agents. They just like to make you hold and "Put you through". How pathetic!!! If I do not hear from them this week I will register another complaint with someone higher before I exercise my other options.