level of service is pathetic

The last 3 months I've had endless problems with FNB. First I have an uninterested agent who couldn't authenticate me using the automated system so he hangs up on me. Then I have a mysterious debit order loaded on my credit card which goes off my account twice in one month for the amount of R 2200 and I made a payment of R 5000 then they still block my credit card and hand me over to collections!!! After receiving a payment of R 9 400 with one salary! The agents you speak to are useless I ask them direct questions and behind the scenes every time I contact the call centre for help I end up with another problem. I am really disappointed in the service and despite escalating my complaints twice within FNB I just keep experiencing more issues. I have been a loyal customer for over 10 years and I cant understand why this is going on. They block my card saying I haven't made a payment when more than the monthly payment was transfers to my credit card. I'm HANDED over to collections with no notification and if I didn't call to find out why I couldn't transfer no one would have let me know. So much for premier banking!!