Aspire account is the worse!!!!!!

I have bank charges that amount to R800 and I called the bank to confirm and I got the worst service.

Refilwe from aspire was on the line with me for almost 30 minutes but she couldn't explain the bank charges instead she highlighted a payment of R1000 and I didn't recall the name of the store she then escalated my call to ***** I spoke to Sandie from ***** department and he clearly explain the name of the store and I'm aware of the purchase. My call was then transferred back to aspire gold department and I spoke to Palesa. She is the worst person I had dealt with at FNB. She requested that I approve the pop up on the app I told her that Sandie had to call me back since we had network issues so since I'm on an external call I'm not getting the pop up. She then advised me to hang up and go to the chat. I made it clear that the chat things they take forever to respond. She said unfortunately she cannot assist me without approving on the App. The said part is that unfortunately I don't have any control over that authentication, I then requested to speak to the team leader. She just took my line straight to the switchboard.

This is a formal complaint which I would like it to be escalated to complaints department.

Should I not get feedback within 24 hours I'm going to escalate this to the OMBUDS

I need an explanation on the high bank charges I'm getting every month.