FNB disgusting service

I have never been more disgusted with the service I have received from FNB today. I have called the call centre today at 8:10am I have held on many times while being transferred and told to use the FNB app and secure chat or cell phone banking I tried all these options and I am still unable to reverse a debit order. Each call was around 20 minutes with no help. I have spoke. To a consultant who told me to call the service provider to refund the money my question is I am your client you are my bank I have explained I have an insurance claim and should not have been debited this was done previously for the last 3 months as the service provider have had numerous issues with updating details on their side and I found it easier just call FNB and have them reverse the money . So if this was done last month why am I being given such terrible service today. It disgusts me that in a time such as this with so much technology all my banking needs can't be met via the telephone or banking app. As I tried all these options to have the money reversed.