Terrible Service - FNB How can we not help you?

I am so saddened by the lack of help from what has been my bank for over 10 years now. I recently went on a trip on the Gautrain on 1 December which should have cost R58. I get a message from my banking app on 4 December that R240 was paid to the Gautrain. I click on dispute and select the option that I am aware of the transaction, but the amount is overpaid. In the next few minutes I get a message from FNB saying that my card was cancelled - something I didnt want. The message said contact this number - which I did about 5 times where the line kept switching off. On attempt 6 I get hold of a lady who then tells me I am in the wrong department and I must call again and say accounts. After two more attempts of capturing my details and having the line then cut off before I can get an operator, I revert to secure chat. The banking operator was even worse than speaking to a machine and kept telling me to do things that I have already done. When asked about the card that I now don't have she nicely says I must order a new card and wait 5-7 days - no concern for the inconvenience caused. I logged a complaint and received an email on 5 December around 7am that someone will contact me soon - it is now 6 December 16:37 and still no call. Even tried social media. My reference number given is ***. To FNB it seems time to change my bank :-(