Bad business ethic - FNB

Bad business ethic.

In 2014 I took out a funeral policy for my unemployed brother, since then all debit orders were deducted from my banking account. Recently I changed banking details as fnb seemed more appealing. I made contact with the fnb call centre dealing with funeral policies to request the change in banking details , I must express my dissatisfaction with the bad service received from the call centre agent, he was plainly rude to the extent were he transferred my call without notifying me, that's bad! I then requested the complaints department to trace my call and listen to the call, Natasha who I assume does quality assurance called me to advise that the matter will be investigated, this morning I received a call from one of the managers in the call centre who referred to terms and conditions of fnb, a sense that fnb does not take responsibility for mistakes made on their part, this is bad. I was further advised to now open up a bank account for my unemployed brother and I would have to pay for monthly bank charges and transfer money every month, I have to be inconvenienced and will have to be the cost whilst I have an fnb cheque account from which his policy can be deducted, I advised the manager who called me that I am not happy with the outcome of this query. Please advise.