Premier Cheque Division Poor Service

Dear FNB Premier Cheque Division,

Please advise why you have decided to route debit order reversal queries to another team? Part of having this type of account is the convenience it brings. I have been sitting on call for almost an hour with no one to assist with a mere debit order reversal. Tried the secure chat, it is just as useless, I was told I am number 5 in the queue but no one has picked up my query. This is unacceptable, considering the amount of money I pay for my bank charges. Please get your act together, before I move to another bank , as I would not tolerate poor service, but still paying exorbitant bank charges