More training requires on call centre agents

The service is getting poor n poorer all the tym, i called , spoke to 3 if not 4 consultant who failed to explain to me what is the problem .<br> ive been banking with fnb for the past six months but yah neah i must say its been hell, i have a debit order that bounced and normally if theres not enough cash in mi account it goes though and then i owe the bank. this tym it didnt happen that way it bounced, i wanted to know why because normally im used to them honouring my account, then hell starts, 1st consultant referred to my branch, i call them i was put on hold more than 3 times and yet no help instead they referred me to another number coz they used to honoure but they dont anymore, the nextdep told me they dont deal with it in need to call another number, i call the number the roshni peaks up insted of verifying me she transferes me to another dep.So much just for an explanation, why my payment are not houred anymore ? I will still like to get answer because an aswer that Adraiaan gave me still dosent make sense.