Incompetence

I accidently opened a ***** case for an amount which I needed to retract. I have called several times only to be transferred a few times. eventually I got through to a consultant and my airtime finished as I spent over 30 mins on the phone and he did not even bother to call me back. I sent a message on facebook and they never usually offer any proper feedback other than go to a branch or call them. what is the point if someone cannot assist? Firstly they cannot understand the problem and only after a good few messages come to a solution of call FNB??? madness.