Pathetic service from First National Bank

Fnb credit card is become eskimo or Telekom. Whenever I have a problem I am kept holding for 30 to 45 minutes and when the phone is answered the consultant cannot help and puts me through to another department and I am kept holding for another 30 minutes. Further, my credit card account is in credit and they decline my transaction for R200. Fnb also returned debits if my account is in excess R20 charging the client more for returning the debit than allowing the client to adjust the account and charging the iverlimit interest