Service (customer care)

FNB is unable to assist me with my debit order reversals I have been to the bank since Friday already and all they could do is assist me to phone there customer service directly pathetic service from there side as they take to long to answer the phone. I have been today (29/10/19) to the bank waiting to use the phone but a whole 1hr 30 mins waiting time. I thought this matter could be sorted out asap but waiting time is ridiculous. As my app is not in working progress because it's not verified they wanted to charge me a R350 for it to be verified that does not make sense as to its not my fault. Why is it such a hassle for me to get my money back, I am really upset about all this been up and down to the bank and would like this matter to be resolved.