POOR SERVICE!!!!!!!!!!!!

i am currently on hold for 39 mins so far , this is my second cal. yesterday i was on the phone on various lines of FNB for over 3 hours and nobody could assist. when calling the call get dropped , or i get put through to a voice recording that tells me i must dispute on cellphone or online banking , which if over R200 does not work as FNB well knows. i have done reversals in the past over secure chat but all of a sudden the operators on secure chat tells u they are no longer allowed to process the reversal. how in GODS name can i do a reversal if nobody assists me telephonically ? i refuse to go into a branch which will cost me more to do the reversal. as im winding down this conversation i am still on hold now for 43 mins with a total cost of R150 airtime spent for the 2 days i have spent wasting my time calling . myself and husband are still not at work so i would like to know from FNB where they think we must find the money to call them if they refuse to properly assist with my reversal?????? i am paying monthly fees for no real sup[port.