Poor customer service

I have been a FNB customer for more than 10 years & lately I got so unhappy with them with ridiculous charges. Another issue that I am not happy with FNB is poor customer service. I send the query on 27th January after the debit order that I have stopped went through. I got sms that someone will call within 24 to 48hrs till today nobody called. When I call the call centre they just put me on hold till the phone goes off. I requested that the debit order be reversed but still no luck. I am paying expensive monthly fees for nothing. I tried to get hold of the private bankers to resolve this query with no luck.