Poor Service by FNB

I was doing the grocery when I tried to swipe my card it’s decline 3times then I decided to call FNB,They said I must call ***** department they don’t know what’s wrong.Then the ***** told me that I must call the investigator but the number isn’t working,mind you the consultant that was speaking to said someone from capitec instructed them to freeze my account.How can they do such a thing without consulting me.I was so disappointed and embarrassed at store because I had to return the grocery back.Im so angry and embarrassed at the same time.