*********** call center agents

The call center agents for FNB are lies and ***********. On Tuesday I called the call center for them to help with updating my SARS tax info. I spent almost 15 minutes with the agent claiming he is updating my info and that my account won't be frozen everything was updated now I get sms that my account has been frozen.

So what was the *********** agent doing for 15 minutes? Who is going to refund me my airtime as i was in the call for more than 15 minutes for nothing. Where do I escalate this further as the agent refused to give any form of reference number. I have been a loyal FNB customer and this treatment that I got from your agetand having my account frozen because of the inconvenience if your agent is making me look at other banks options elsewhere.