Rude Zoe Mangera at FNB Bank

I called FNB for assistance on an unauthorized transaction on my account and i explained my story then she asked me to hold on and stayed silent for long minutes. When i asked her questions she stayed quiet and i had to call her to say I asked something. Any person listening to the call will hear she sounded irritated by me. I held for 14 minutes for absolutely nothing. The lady I spoke to is Zoe Mangera and she transferred me to someone else without notifying me. She needs training on customer service in my professional opinion.