Useless customer call centre

No service at all. Twice I've had debit orders bounce when I had enough balance (available balance). I call the centre all I get is being passed around agents, being put hold for frustratingly long periods, some agents say the don't know what's wrong, some saying the problem is not from FNB's side. I mean seriously who's side is the problem, Mine? And the thing is they always refund me the unpaid debit charge. Why would they do that if the fault is not their? I keep suffering charges from my service provider because of this. I don't even know why they have customer care because it's so useless. Years back I had unauthorized debit orders, couldn't even stop them. Call the service centre went to different branches they all told me the same thing "there's nothing they can do". Months later same happened to my father. You can guess their response. There is never an answer with these people.