No care during COVID-19

On 28 May an incorrect debit order was put through my account of R11000+. FNB sent me several messages regarding my account being overdrawn. I have been replying YES to all your messages, saying that one should reply YES, to speak to an agent. FNB does not come back, still haven't received a call from an agent. Now, they have threatened me with an agent constantly checking my account apparently , they have charged me for the reversal and other debit orders have bounced as a result of this incorrect debit order. That too has cost me money. Still no call from an agent. Rather than assigning an agent to monitor my account, shy not get an agent to call me.

I want this account fixed and my money returned. I want the threat removed. I have asked you to contact me several times and they did not. How can a debit order just be put through and we have no means to contact FNB. If you call them directly they say their agent assistance has been stopped/decreased due to COVID-19. But they can assign an agent to monitor my now "difficult" account? They also say that one can get help with debit orders on their app but I have called them to help me with my app as I have trouble loading it. After a very ong wait, I was transfered to the wrong place, then transferred again after a long wait to the wrong department. She then tried to help me but I still can't get my app set up correctly. All of this has cost me R500+ in debit order reversals and bounced debit orders, and a lot of money on my phone.

We work hard for our money and one would think that they can be more understanding during the COVID-19 period. Or just get an agent to call a customer in distress.