Appalling customer experience

I have been liaising with fnb since i have open my easy account I have been having problems with them ever since and nobody is giving me answers.Catherine from service recovery **** to me and said she called me and told me no refund but they cant explain the charges n my account and no one can explain what is the R53 fee charged on my account for withdrawing from a different ATM also the R33 for the value added service.The most pathetic bank ever and the service and their agents no nothing about customer experience should this not be sorted its going further and the stress caused to me by your bank is appalling i cannot believe the incompetence of this bank.i need my money back into my account