Poor service online and contact centre

Ever since the lockdown started I have been getting unauthorized debit orders from my account. I tried to reverse from the app and via secure chat was unsuccessful. I called the call centre and been put on hold for more than 40 minutes again with no success. Where is the innovation team at FNB which sussposed to be our number one bank in the country. When we are getting this poor service. Via secure chat I am told to call the call centre. Can they not at least try to call you back after being on hold for that long. Is there any bank that is better so that I can move my banking from FNB.