Horrific service from FNB Premier

I called FNB premier to sort out an issue with regards to an incorrect debit order and was transferred multiple times and the phone put down in my ear twice! What is the use of being a FNB premier client if the service is this horrific?! The agents you are talking to are supposed to be under supervision but when I asked to speak to a manager I was informed that the person was not in yet! Is this not against regulation? My issue has still not been sorted out as I have given up calling because their agents seem not to know what to do or put the phone down in your ear.