WORST SERVICE WITH FNB

I have been with FNB for more than 10 years, they were good back then not anymore, i went on the chat after waking up to a negative R654 but i dont understand why, the lady on the app just disconnected without any warning, i then called the call centre and spoke to a lady who was promising to assist however after holding for more than 20 minutes the call cut and she never bothered to call me back call REF Rm*** after spending so much to call them.... i still didnt get any help from my bank of 10years plus, I want to leave this bank as each time i have a query no one is willing to assist