How can we waste you time???

I don’t even know where to start because I’ve had such a bad experience with FNB again. I am truly frustrated with this bank and on top of that you have to deal with rude consultants. Yesterday I was taken back and forth to be assisted with my credit card, I spoke to this gentleman and we were discussing payments and he explained everything to me as I also wanted to reverse and he explained further why I couldn’t which I understood and told me I need to make arrangements .so he transferred me to this discourteous Lady named Charity Tshabalala from collections .I was livid because I knew my time would be wasted as I told the previous agent not to lie to me because I won’t be assisted. With the frustration I had Charity explains to me that I won’t be able to make arrangements. I would like to understand this. My money was debited , I receive an sms stating that my money has been taken , knowing very well it should reflect because it was already tracking and waiting for payment. So It’s funny that I don’t even know where it is currently situated. So I tell Charity that my time has truly been wasted (how will I get assisted if I should wait for some time to make arrangements then at the end of the day FNB will Blame me as a client for not taking action.)Then suddenly Charity gives me attitude By imitating what I had said to her about wasting my time. I told her to transfer me to someone else instead she puts me in another where I have to wait again and then I explained to the next agent and still I need be transferred to collections. Guess what happens??? someone hangs up on. So what have gained for the past 15 minutes on the phone?? Nothing ,then they say How can we help you ?