poor service FNB

I called FNB today doing a follow up regarding a reversal request a made last month of which it hasn't been resolve till today, I was assisted by a consultant by the name of Jessica Tshabalala from primer help desk, she just took my ref number and place me on hold for more than 45 minutes and she never came back to me, I guess she was hopping for me to hang up as it was a chargeable call and my airtime was depleting and at the end I ended up dropping the call coz my airtime was finished and she never bothered to call me back, very poor service.