Shocking service

Called this morning to assist my child's nanny to resolve a issue. i was put on hold for so long and the lady assisting never came back. She did not tell me what she would be busy with, just put me on hold. Her name is Mandisa from the contact center ***. Very unhappy with the call center customer service. I just feel they are not helpful at all. Please urgently call me. The issue is that , the lady went yesterday at a checkers store to process a money market payment. The money was debited off her account, but was then told the FNB system is offline. She was then told the ,money would be reversed over night, but was not. She then went to the checkers store and was told to contact FNB.