Worst service I've ever got from FNB

I got the worse experience with FNB, I made an arrangement to pay my credit card and they agreed on that. Money came out of my account before the agreed date and I called in not understanding as to why they taking money before the agreed date. The matter was taken upon by Charity Shabalala. Charity called me to resolve the matter but she said she would call me in less than an hour. 3 hours later I called and there was no answer. Charity didn't get back to me on Friday(the day we spoke) and the whole day on Monday she never called me. I decided to call her and telling her that I've been waiting for her call and her response was that she had to go to a year end function, which means the year end function is more important at FNB than taking care of clients or solving issues that are at hand. I asked her that we solve this today and she told me that she will be going home therefore she won't help. This is poor service from FNB and I totally don't appreciate it being treated as if I made a sin by banking with them